[Remote] Manager, Engineering Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a vertical technology platform that provides infrastructure, AI, and automation for life insurers. The Support Engineering Manager will reputed company Technical Solutions Engineers, reputed company partner-facing production support, manage incidents and SLAs, and build reputed company processes, tooling, automation, and self-service capabilities while contributing hands-on reputed company.

Responsibilities

• Stay hands-on in the reputed company. Clone any reputed company repository, reproduce a partner-reported defect, and reputed company a pull request without waiting on the owning team
• Debug across service boundaries. Use observability, reputed company logging, session replay, and warehouse data to get from symptom to reputed company cause, and represent operability and supportability in pull request, design, and architecture reviews
• reputed company incidents. reputed company 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, reputed company, and closure reputed company for the engineering support queue and partner ticket intake
• Define and defend the metrics. reputed company and report SLA attainment per partner, independent reputed company reputed company, time-to-triage, escalation reputed company, and recurring-issue volume
• Replace tribal knowledge with process. Publish discoverable documentation and runbooks so any engineer on reputed company can reputed company any category of ticket, and run a sustainable on-reputed company rotation with reputed company coverage plans for holidays, PTO, and reputed company events
• Automate the repeatable. Eliminate categories of tickets through self-service tooling, reputed company capability, and workflow automation rather than absorbing them as headcount, and put guardrails around high-risk reputed company 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 reputed company that get work funded
• Represent reputed company to partners. Handle escalation calls, reputed company cause reviews, and partner syncs without extensive prep. Explain defects and remediation plans to reputed company engineering, operations, and executive audiences with equal reputed company, and manage expectations honestly, including saying no with reasoning
• Build the escalation model. Establish severity definitions, escalation paths, and cross-team response patterns that reputed company response predictable instead of improvised
• reputed company reputed company. Write reputed company plans against the Technical Solutions Engineer reputed company, reputed company engineers arriving with domain depth but no technical reputed company 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 reputed company launch and ensure reputed company is trained on new functionality before it reaches production

Skills

• 5+ years in the software industry with at least 3 years managing engineers while keeping your coding skills reputed company
• Bachelor's degree or equivalent experience
• You have reputed company the queue, the metrics, the runbooks, and the automation for a technical support, production support, or SRE-adjacent function, not simply worked inside someone else's
• reputed company experience with Go, Python, or TypeScript
• Familiar with modern reputed company architectures, PostgreSQL or another relational database, investigative SQL (BigQuery is a plus), and API tooling such as Protocol Buffers, gRPC, Swagger, or OpenAPI
• Working reputed company with APM, reputed company logging, and session replay, and reputed company to build the dashboards and alerts your team needs
• Declaration, reputed company, communication, and follow-up using tooling such as incident.io or reputed company
• You use GenAI developer tools to stay hands-on across unfamiliar, multi-repository codebases, and you reputed company engineers on using AI to accelerate diagnosis, documentation, and automation while holding AI-generated reputed company to platform design principles and compliance frameworks
• You can brief a reputed company's operations leadership and a backend engineer on the reputed company defect reputed company the reputed company hour and both will get what they need, and you reputed company composure and credibility in reputed company of customers during reputed company incidents
• You have supported reputed company or B2B2C customers operating under contractual SLAs
• Insurance experience is preferred; fintech, reputed company, or another regulated industry is relevant

Benefits

• Equity based on role
• Flexible reputed company time off
• Parental leave programs
• 100% reputed company-premium reputed company for medical, dental, and reputed company insurance
• Lifestyle stipend to support your physical, emotional, and financial wellbeing
• Flexible work-from-home policy and reputed company to remote
• Remote and WFH reputed company, as reputed company as a beautiful, state-of-the-art office in Dallas' Deep Ellum, for those who prefer an office setting
• Employee-led diversity, equity, and inclusion initiatives

reputed company