Support Engineering Manager – Software Product

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🕒 May 20

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Istari

WebsiteLinkedInAll Job Openings

11 - 50 employees

🚀 Aerospace

☁️ SaaS

🤖 Artificial Intelligence

Aerospace • SaaS • Artificial Intelligence

Istari is at the forefront of digital engineering innovation, providing digital twin technology that revolutionizes industries from aerospace to agriculture. By making digital twins simple and secure, Istari unlocks advanced models and simulations, facilitating more efficient and sustainable product development. The company's innovative approach extends the internet into a future engineering metaverse, offering software-like agility for physical systems and empowering collaborative and secure workflows. Recognized for their groundbreaking work, Istari has secured a $19M contract to develop the world’s first digitally certified airplane, marking a significant milestone in digital certification and collaboration with partners like Lockheed Martin.

📋 Description

• Hire, develop, and manage two TSEs. Own triage rotation, specialty coverage, and escalation paths. • Configure and optimize Pylon: case routing, SLA rules, intake workflows, and customer-facing comms. • Track SLAs, bug triage accuracy, CSAT, and recurring issue rate. Report monthly to stakeholders. • Drive runbook creation and KB expansion. Every issue resolved more than twice should produce a runbook. • Deliver quarterly support digests to the product team covering top issues, documentation gaps, and usability patterns. Participate in initial testing of releases. • Maintain the quality gate between customers and engineering: route well-documented, severity-assessed bugs, not raw complaints.

🎯 Requirements

• Required — software infrastructure & DevOps: Kubernetes, Docker, relational databases (PostgreSQL or similar), observability tooling (Prometheus, Grafana, log aggregation), REST and GraphQL APIs, Linux administration, networking and TLS basics. • Preferred — mechanical engineering & simulation: Familiarity with CAD platforms (CATIA, SolidWorks, NX), FEA or structural simulation, CFD concepts, PLM/PDM workflows, or digital thread concepts. You don't need to be a mechanical engineer, but you should be comfortable talking to ones who use Istari every day. • Leadership & support experience: 7+ years in a technical support or solutions engineering role; prior experience managing a team; demonstrated skill in SLA design, bug triage methodology, and written technical communication. Strong drive to get results for customer issues.