Engineering Support Manager

🕒 Agosto 18

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $137.000 - $172.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🖥 Engenheiro de Software

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Bestow

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

💼 Consultoria

🏥 Saúde

💳 Fintech

Consulting • Healthcare • Fintech

A Bestow é uma das principais fornecedoras de plataformas de software como serviço (SaaS) para seguros de vida, oferecendo soluções tecnológicas inovadoras para seguradoras de vida e anuidades. Ao fornecer ferramentas como aplicativos digitais, motores de subscrição personalizáveis e portais abrangentes para clientes, a Bestow ajuda a simplificar todo o processo de seguro, desde a cotação até a administração de apólices. A empresa foca em aumentar a velocidade e a eficiência das operações de seguro, permitindo que as seguradoras lancem novos produtos rapidamente e otimizem suas capacidades de atendimento ao cliente.

Descrição

• Lead a team of Technical Solutions Engineers supporting the Bestow Platform • Triage, diagnose, and resolve production issues across enrollment and underwriting, policy administration, billing and payments, documents and communications, and admin tooling • Own engineering support queue and partner-facing ticket intake end to end • Meet partner SLAs and run on-call operations • Declare, command, and drive production incidents from mitigation to durable fix • Contribute roughly 20% of time to production-level code • Debug across service boundaries using observability, structured logging, session replay, and warehouse data • Represent operability and supportability in pull request, design, and architecture reviews • Define and report support metrics including SLA attainment, independent resolution rate, time-to-triage, escalation rate, and recurring-issue volume • Publish documentation and runbooks and maintain sustainable on-call coverage • Build self-service tooling, admin capabilities, workflow automation, and guardrails for production data changes • Turn ticket data into a prioritized product-gap backlog and funded roadmap work • Handle partner escalation calls, root cause reviews, and partner syncs • Establish severity definitions, escalation paths, and cross-team response patterns • Develop Technical Solutions Engineers through growth plans and coaching • Champion GenAI developer tooling, reusable agent skills, and workflows • Sign off on go-to-market readiness for product and carrier launches and ensure team training

🎯 Requisitos

• 5+ years in the software industry • At least 3 years managing engineers while keeping coding skills current • Bachelor's degree or equivalent experience • Experience building queues, metrics, runbooks, and automation for technical support, production support, or an SRE-adjacent function • Professional experience with Go, Python, or TypeScript • Familiarity with modern scalable architectures • Experience with PostgreSQL or another relational database • Investigative SQL experience; BigQuery is a plus • Experience with Protocol Buffers, gRPC, Swagger, or OpenAPI • Working fluency with APM, structured logging, and session replay • Ability to build dashboards and alerts • Experience with formal incident management, including declaration, command, communication, and follow-up • Experience using incident management tools such as incident.io or PagerDuty • Experience using GenAI developer tools across unfamiliar, multi-repository codebases • Ability to coach engineers on AI-assisted diagnosis, documentation, and automation • Ability to hold AI-generated code to platform design principles and compliance frameworks • Exceptional communication and customer-facing incident management skills • Experience supporting enterprise or B2B2C customers under contractual SLAs • Insurance experience preferred; fintech, healthcare, or another regulated industry relevant • Must reside in the contiguous 48 states for the US remote role • Must address United States work authorization and visa sponsorship requirements

🏖️ Benefícios

• Competitive salary • Equity • Flexible paid time off • Parental leave programs • 100% paid-premium option for medical, dental, and vision insurance • Lifestyle stipend supporting physical, emotional, and financial wellbeing • Flexible work-from-home policy • Remote and WFH options • Access to a state-of-the-art office in Dallas’ Deep Ellum for those who prefer an office setting • Employee-led diversity, equity, and inclusion initiatives