This is a hands-on management role with direct reports, spending roughly 20% of your time contributing production-level code. Bestow is looking for a Support Engineering Manager to contribute in the following ways:
• Stay hands-on in the code. Clone any Bestow repository, reproduce a partner-reported defect, and open a pull request without waiting on the owning team.
• Debug across service boundaries. Use observability, structured logging, session replay, and warehouse data to get from symptom to root cause, and represent operability and supportability in pull request, design, and architecture reviews.
• Command incidents. Act as incident commander or senior technical responder for production incidents, driving to mitigation and then to a durable fix.
• Own the support queue end to end. Intake, triage, prioritization, escalation, resolution, and closure quality for the engineering support queue and partner ticket intake.
• Define and defend the metrics. Instrument and report SLA attainment per partner, independent resolution rate, time-to-triage, escalation rate, and recurring-issue volume.
• Replace tribal knowledge with process. Publish discoverable documentation and runbooks so any engineer on the team can resolve any category of ticket, and run a sustainable on-call rotation with real coverage plans for holidays, PTO, and surge events.
• Automate the repeatable. Eliminate categories of tickets through self-service tooling, admin capability, and workflow automation rather than absorbing them as headcount, and put guardrails around high-risk manual production data changes.
• Turn ticket data into funded roadmap. Carry a prioritized product-gap backlog into planning forums with the occurrence counts, complexity assessment, and customer impact that get work funded.
• Represent Bestow to partners. Handle escalation calls, root cause reviews, and partner syncs without extensive prep. Explain defects and remediation plans to carrier engineering, operations, and executive audiences with equal clarity, and manage expectations honestly, including saying no with reasoning.
• Build the escalation model. Establish severity definitions, escalation paths, and cross-team response patterns that make response predictable instead of improvised.
• Develop the team. Write growth plans against the Technical Solutions Engineer ladder, coach engineers arriving with domain depth but no technical foundation and vice versa, and champion GenAI developer tooling with reusable agent skills and workflows.
• Own launch readiness. Sign off on go-to-market readiness for every product and carrier launch and ensure the team is trained on new functionality before it reaches production.