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Bestow is a vertical technology platform serving major life insurers, unifying legacy infrastructure and enabling carriers to launch products in weeks instead of years. The company is backed by Goldman Sachs, Hedosophia, NEA, Valar, and 8VC.
As Manager of Engineering Support, you will lead a team of Technical Solutions Engineers responsible for triaging, diagnosing, and resolving production issues across the entire Bestow Platform—covering enrollment, underwriting, policy administration, billing, payments, documents, communications, and admin tooling. Your team serves as the primary technical contact for carrier and enterprise partners.
This is a hands-on management role where you'll spend roughly 20% of your time writing production-level code. Key responsibilities include:
• Stay hands-on: clone repositories, reproduce partner-reported defects, and open pull requests independently
• Debug across service boundaries using observability, structured logging, session replay, and warehouse data
• Command production incidents as incident commander or senior technical responder
• Own the support queue end-to-end: intake, triage, prioritization, escalation, resolution, and closure quality
• Define and defend SLA metrics: partner SLA attainment, independent resolution rate, time-to-triage, escalation rate, recurring-issue volume
• Replace tribal knowledge with documented processes, runbooks, and self-service capabilities
• Automate repeatable tickets through tooling and workflow automation rather than headcount
• Convert ticket data into funded roadmap items with occurrence counts, complexity assessment, and customer impact
• Represent Bestow to partners: handle escalations, root cause reviews, and syncs with carrier engineering, operations, and executive teams
• Establish severity definitions, escalation paths, and cross-team response patterns
• Develop the team: write growth plans, coach engineers, and champion GenAI developer tooling
• Own launch readiness: sign off on go-to-market readiness and ensure team training on new functionality
The platform runs on Kubernetes in Google Cloud Platform with microservices primarily in Go and Python, using gRPC, REST, and async messaging patterns. You'll need technical credibility, operational discipline, and the ability to communicate clearly with both engineering teams and carrier executives.
