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Istari

Empowering our physical world with a digital one

Support Engineering Manager – Software Product

Engineering ManagerEngineering ManagerFull TimeRemoteLeadTeam 11-50H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

72 days ago

Salary

$144.8K - $217.2K / year

Seniority

Lead

Job Description

Support Engineering Manager – Software Product

Istari

• 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.

Job Requirements

  • Required — software infrastructure & DevOps: Kubernetes, Docker, relational databases (PostgreSQL or similar), observability tooling (Prometheus, Grafana, log aggregation), REST and GraphQL APIs, Linux administration, networking and TLS basics.
  • Preferred — mechanical engineering & simulation: Familiarity with CAD platforms (CATIA, SolidWorks, NX), FEA or structural simulation, CFD concepts, PLM/PDM workflows, or digital thread concepts. You don't need to be a mechanical engineer, but you should be comfortable talking to ones who use Istari every day.
  • Leadership & support experience: 7+ years in a technical support or solutions engineering role; prior experience managing a team; demonstrated skill in SLA design, bug triage methodology, and written technical communication. Strong drive to get results for customer issues.

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