Engineering Support Manager — Remote, Lead Incidents & Automation

Bestow; United States; On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Equity

Flexible paid time off

Medical, dental, vision

Lifestyle stipend

Remote work option

Office in Dallas (Deep Ellum)

Diversity & inclusion initiatives

Job summary

Bestow is seeking a Support Engineering Manager to lead our engineering support team that triages, diagnoses, and resolves production issues across the Bestow Platform. You will own the support queue end to end, drive incident response, and deliver durable fixes with measurable SLAs.

You will build runbooks, dashboards, and automation to scale with partner growth while coaching engineers on GenAI-accelerated diagnosis and automation.

Qualifications

• 5+ years in software industry, with at least 3 years managing engineers and keeping coding skills current.
• Experience building and operating production engineering support or SRE functions.
• Strong experience with modern stack: Go/Python/TypeScript and relational databases.

Responsibilities

• Own the engineering support queue end to end, including intake, triage, escalation, resolution, and closure quality.
• Define and defend metrics such as SLA attainment, independent resolution rate, time-to-triage, and escalation rate.
• Lead incident management: declaration, command, and post-incident reviews.
• Develop runbooks, documentation, and self-service tooling to reduce manual production data changes.

Skills

Leadership

Incident management

AI tooling

Effective communicator

Education

Bachelor's degree or equivalent experience

Tools

Go

Python

TypeScript

PostgreSQL

BigQuery

gRPC

OpenAPI

Job description

Bestow is seeking a Support Engineering Manager to lead our engineering support team that triages, diagnoses, and resolves production issues across the Bestow Platform. You will own the support queue end to end, drive incident response, and deliver durable fixes with measurable SLAs.

You will build runbooks, dashboards, and automation to scale with partner growth while coaching engineers on GenAI-accelerated diagnosis and automation.