Support Engineering Manager

Responsibilities

• Hire, develop, and manage a small team of Technical Support Engineers
• Own support operations including triage rotations, specialty coverage, and escalation paths
• Configure and optimize support tooling for case routing, SLA rules, and intake workflows
• Track and report on key metrics such as SLAs, bug triage accuracy, CSAT, and recurring issue rates
• Drive knowledge base expansion and runbook creation for recurring issues
• Deliver product feedback digests to the product team regarding usability patterns and documentation gaps
• Act as a quality gate between customers and engineering by routing well-documented, severity-assessed bugs

• 7+ years of experience in technical support or solutions engineering
• Prior experience in team management
• Proficiency with Kubernetes, Docker, and PostgreSQL
• Experience with observability tools including Prometheus and Grafana
• Strong understanding of REST and Graph
  
  QL APIs
• Solid foundation in Linux administration, networking, and TLS basics
• Demonstrated skill in SLA design and bug triage methodology

• Familiarity with CAD platforms such as CATIA, Solid Works, or NX
• Understanding of FEA, structural simulation, or CFD concepts
• Knowledge of PLM/PDM workflows or digital thread concepts

Istari Digital provides a self-hosted engineering platform designed for demanding operational requirements, featuring a deep API surface area and a rich integration ecosystem.