Support Engineering Manager (Software Product)

Istari Digital is a self-hosted engineering platform focused on building a robust support function. The Support Engineering Manager will lead a high-caliber team, manage support tooling, and ensure quality communication between engineering teams and customers.

Responsibilities:

• Hire, develop, and manage two TSEs. Own triage rotation, specialty coverage, and escalation paths
• Configure and optimize Pylon: case routing, SLA rules, intake workflows, and customer-facing comms
• Track SLAs, bug triage accuracy, CSAT, and recurring issue rate. Report monthly to stakeholders
• Drive runbook creation and KB expansion. Every issue resolved more than twice should produce a runbook
• Deliver quarterly support digests to the product team covering top issues, documentation gaps, and usability patterns. Participate in initial testing of releases
• Maintain the quality gate between customers and engineering: route well-documented, severity-assessed bugs, not raw complaints

Requirements:

• Kubernetes
• Docker
• Relational databases (PostgreSQL or similar)
• Observability tooling (Prometheus, Grafana, log aggregation)
• REST and GraphQL APIs
• Linux administration
• Networking and TLS basics
• 7+ years in a technical support or solutions engineering role
• Prior experience managing a team
• Demonstrated skill in SLA design
• Bug triage methodology
• Written technical communication
• Strong drive to get results for customer issues
• Familiarity with CAD platforms (CATIA, SolidWorks, NX)
• FEA or structural simulation
• CFD concepts
• PLM/PDM workflows
• Digital thread concepts
• Comfortable talking to mechanical engineers