Manager, Engineering Support
Bestow · Remote, US
About this role
## Manager, Engineering Support — Bestow ### About Bestow Bestow is a vertical technology platform for life insurers. We unify fragmented, legacy systems so carriers can launch products in **weeks instead of years**, powered by **AI and automation**. We’re not selling policies—we’re building the infrastructure that helps the industry move faster and reach more people. Bestow offers **flexible remote/hybrid work**, meaningful benefits, equity, and substantial growth opportunities. (Bestow uses **E-Verify** for newly hired employees.) ### About the Team Bestow’s Engineering team builds and operates the Bestow Platform for employees, consumers, and enterprise customers. **Support Engineering** is the team partners rely on most directly. As the **Support Engineering Manager**, you’ll lead a team of **Technical Solutions Engineers** who triage, diagnose, and resolve production issues across the platform, including: - Enrollment & underwriting - Policy administration - Billing & payments - Documents & communications - Admin tooling for internal and partner users Your team is the primary (often final) technical contact for current and onboarding Life Insurance partners. ### What You’ll Do This is a **hands-on management** role (about **20%** of your time contributing production-level code). You will: - **Stay hands-on in the code**: reproduce partner-reported defects and open PRs without waiting on owning teams. - **Debug across service boundaries** using observability, structured logging, session replay, and warehouse data. - **Command incidents**: act as incident commander/senior responder, drive mitigation, and ensure durable fixes. - **Own the support queue end-to-end**: intake, triage, prioritization, escalation, resolution, and closure quality. - **Define and defend metrics**: SLA attainment, independent resolution rate, time-to-triage, escalation rate, recurring-issue volume. - **Replace tribal knowledge with process**: publish documentation/runbooks, reduce manual intervention, and build tooling for scale. - **Automate repeatable work**: eliminate ticket categories via self-service tooling, workflow automation, and guardrails for high-risk production data changes. - **Turn ticket data into a funded roadmap** with occurrence counts, complexity, and customer impact. - **Represent Bestow to partners**: handle escalations, root-cause reviews, and partner syncs. - **Build the escalation model**: severity definitions, escalation paths, and cross-team response patterns. - **Develop the team**: growth plans for Technical Solutions Engineers; coach engineers across domain depth and technical foundations; champion GenAI developer tooling. - **Own launch readiness**: sign off on go-to-market readiness and ensure training before production. ### Who You Are You are: - **Technically credible and operationally disciplined**—comfortable in code reviews and executive calls. - **Experienced**: 5+ years in software; at least 3 years managing engineers while keeping coding skills current. - **An operator**: you’ve built queue/metrics/runbooks/automation for production support or SRE-adjacent functions. You have: - **Fluency in Go, Python, or TypeScript** - Experience with scalable architectures, **PostgreSQL (or similar)**, and investigative SQL (BigQuery a plus) - API tooling familiarity (Protocol Buffers, gRPC, Swagger/OpenAPI) - **Observability** experience (APM, structured logging, session replay) and ability to build dashboards/alerts - **In
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