Manager, Engineering Support - Bestow

About Bestow

Life insurance is one of the world's most important products, yet one of the hardest to build, distribute, and modernize. Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years, powered by AI and automation.

Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow offers flexible remote work, meaningful benefits, equity, and substantial growth opportunities.

About the Team

Bestow's Engineering team owns all technology for Bestow and the Bestow Platform. Support Engineering is the frontline technical team our carrier and enterprise partners rely on.

As the Support Engineering Manager, you will lead a team of Technical Solutions Engineers who triage, diagnose, and resolve production issues across the entire Bestow Platform: enrollment and underwriting, policy administration, billing, payments, and internal tooling. Our systems run on Kubernetes in Google Cloud Platform and are built from microservices written primarily in Go and Python.

What You'll Do

This is a hands-on management role with direct reports, spending roughly 20% of your time contributing production-level code. You will:

• Stay hands-on in the code: Clone repositories, reproduce partner-reported defects, and open pull requests.
• Debug across service boundaries: Use observability, structured logging, session replay, and warehouse data to identify root causes.
• Command incidents: Act as incident commander or senior technical responder for production incidents, driving towards durable fixes.
• Own the support queue: Manage intake, triage, prioritization, escalation, resolution, and SLA attainment.
• Replace tribal knowledge with process: Publish discoverable documentation, runbooks, and build sustainable on-call rotations.
• Automate the repeatable: Eliminate ticket categories through self-service tooling, admin capabilities, and workflow automation.
• Turn ticket data into roadmap: Carry a prioritized product-gap backlog into planning forums with data-driven justifications.
• Represent Bestow to partners: Handle escalation calls, root cause reviews, and partner syncs with technical clarity.
• Develop the team: Write growth plans against the Technical Solutions Engineer ladder, coach engineers, and champion GenAI developer tooling.

Who You Are

• Technically credible & operationally disciplined: Equally comfortable in a code review and on a call with a carrier executive.
• Experienced: 5+ years in the software industry with at least 3 years managing engineers while keeping coding skills current.
• An operator: Proven experience building queues, metrics, runbooks, and automation for technical support or SRE-adjacent functions.
• Fluent in the stack: Professional experience with Go, Python, or TypeScript, relational databases (PostgreSQL), and API tooling (gRPC, OpenAPI).
• Observability-literate: Working fluency with APM, structured logging, and session replay.
• Practiced in incident management: Experience using incident response tooling like incident.io or PagerDuty.
• Regulated enterprise experience: Background supporting enterprise or B2B2C customers under contractual SLAs (insurance, fintech, or healthcare preferred).

Total Rewards

• Competitive salary and equity based on role
• Flexible paid time off and parental leave programs
• 100% paid-premium option for medical, dental, and vision insurance
• Lifestyle stipend to support physical, emotional, and financial wellbeing
• Flexible work-from-home policy with remote options