Engineering Support Manager

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Bestow

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💼 Consulting

🏥 Healthcare

💳 Fintech

Consulting • Healthcare • Fintech

Bestow is a leading life insurance SaaS platform provider that offers innovative technology solutions for life and annuity insurance carriers. By providing tools such as digital applications, customizable underwriting engines, and comprehensive customer portals, Bestow helps streamline the entire insurance process from quoting to policy administration. The company focuses on enhancing the speed and efficiency of insurance operations, enabling carriers to launch new products swiftly and optimize their customer service capabilities.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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