Manager, Engineering Support
Bestow · Remote · Remote, US ·
COMPENSATION
$137k – $172k
Listed on the employer's job board (Ashby)
- Manager, Engineering Support
- Go, Python, TypeScript
- Kubernetes, GCP
- Fully remote option
- 5+ years experience
You will lead the Support Engineering team, acting as the primary technical contact for enterprise partners. The role involves triaging production issues across the Bestow Platform, managing incidents, and converting recurring problems into permanent fixes through automation and roadmap advocacy.
This is a hands-on management position where you spend roughly 20% of your time writing production-level code. You will replace tribal knowledge with documented processes, build self-service tooling, and ensure the team scales efficiently with partner growth rather than ticket volume.
What you'll do
- Spend 20% of time contributing production-level code and fixing defects
- Act as incident commander for production issues and drive durable fixes
- Own the engineering support queue from intake to closure
- Define and report metrics such as SLA attainment and resolution rates
- Replace tribal knowledge with documented runbooks and automated processes
- Build self-service tooling to reduce manual ticket volume
- Translate ticket data into funded product roadmap items
- Handle escalation calls and root cause reviews with partners
- Develop team members through growth plans and coaching
- Sign off on go-to-market readiness for new product launches
What you'll need
- At least 5 years in software industry with 3+ years managing engineers
- Bachelor's degree or equivalent practical experience
- Professional experience with Go, Python, or TypeScript
- Familiarity with PostgreSQL, BigQuery, gRPC, and REST APIs
- Fluency with APM, structured logging, and session replay tools
- Experience with formal incident management using tools like PagerDuty
- Ability to use GenAI developer tools for diagnosis and automation
- Experience supporting enterprise customers under contractual SLAs
- Strong communication skills for technical and executive audiences
Nice to have
- Issue experience in insurance, fintech, healthcare, or regulated industries
- Familiarity with investigative SQL using BigQuery
Stack
- Go
- Python
- TypeScript
- Kubernetes
- Google Cloud Platform
- gRPC
- REST
- PostgreSQL
- BigQuery
- Protocol Buffers
How you'll work
- Flexible remote and work-from-home policy
- Office available in Dallas, Texas for those who prefer it
- On-call rotation with sustainable coverage plans
What you get
- Competitive salary and equity compensation
- 100% paid premiums for medical, dental, and vision insurance
- Flexible paid time off and parental leave programs
- Lifestyle stipend for physical and financial wellbeing
- Employee-led diversity, equity, and inclusion initiatives