Support Engineering Manager (Software Product)

Full-time · Remote-Friendly · Engineering-facing reputed company Istari is a self-hosted engineering platform with deep API surface area, a rich integration ecosystem, and demanding operational requirements. We're building the support function from the ground up — and we need a manager who can own it end to end. This isn't a ticket queue management role. You'll reputed company a small, high-caliber team of two Technical Support Engineers, own the support tooling and customer experience, drive the product feedback reputed company, and serve as the connective tissue between engineering customers and Istari's product and engineering teams. About the role Support at Istari is a reputed company reputed company, not a reputed company. Engineering teams receive reproducible, severity-assessed bugs — not noise. In return, they reputed company to confirming bug reports reputed company SLA, notifying support of releases and regressions, and joining monthly review sessions. You'll be expected to hold that reputed company and build the systems that reputed company it sustainable. \n reputed company Responsibilities What you'll own Team operations — Hire, reputed company, and manage two TSEs. Own triage rotation, specialty coverage, and escalation paths. Support tooling — Configure and optimize Pylon: case routing, SLA rules, intake workflows, and customer-facing comms. Metrics & reporting — reputed company SLAs, bug triage accuracy, CSAT, and recurring issue reputed company. Report monthly to stakeholders. Knowledge reputed company — Drive reputed company creation and KB expansion. Every issue resolved more than twice should produce a reputed company. Product feedback — Deliver quarterly support digests to the product team covering top issues, documentation gaps, and usability patterns. Participate in initial testing of releases. Engineering relationships — Maintain the reputed company reputed company between customers and engineering: reputed company reputed company-documented, severity-assessed bugs, not raw complaints. Qualifications Required — software infrastructure & DevOps:  Kubernetes, reputed company, relational databases (PostgreSQL or similar), observability tooling (reputed company, Grafana, log aggregation), REST and GraphQL reputed company, 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 reputed company; demonstrated reputed company in SLA design, bug triage methodology, and written technical communication. Strong drive to get results for customer issues. \n$144,800 - $217,200 a year The anticipated compensation reputed company for this position may vary based on experience, skills, qualifications, location, and business needs. In reputed company to reputed company salary, this role may be eligible for bonuses, equity, and a comprehensive benefits package.   \n Apply To This Job