Support Engineering Manager – Software Product

Istari

Support Engineering Manager at Istari managing two Technical Support Engineers. Building systems for customer support and integrating with engineering teams.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $144,800 - $217,200 per yearWebsite

Tech Stack

Tools & technologies

DockerGrafanaGraphQLKubernetesLinuxPostgresPrometheus

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Istari Website LinkedIn All Job Openings 11 - 50 employees 🚀 Aerospace ☁️ SaaS 🤖 Artificial Intelligence Aerospace
SaaS
Artificial Intelligence Istari is at the forefront of digital engineering innovation, providing digital twin technology that revolutionizes industries from aerospace to agriculture. By making digital twins simple and secure, Istari unlocks advanced models and simulations, facilitating more efficient and sustainable product development. The company's innovative approach extends the internet into a future engineering metaverse, offering software-like agility for physical systems and empowering collaborative and secure workflows. Recognized for their groundbreaking work, Istari has secured a $19M contract to develop the world’s first digitally certified airplane, marking a significant milestone in digital certification and collaboration with partners like Lockheed Martin. Support Engineering Manager – Software Product Job not on LinkedIn 🔥 6 minutes ago 🇺🇸 United States – Remote 💵 $144.8k - $217.2k / year ⏰ Full Time 🟠 Senior 🔴 Lead 👮‍♀️ Software Engineering Manager Docker Grafana GraphQL Kubernetes Linux Postgres Prometheus Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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
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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Engineering Manager 🔥 13 minutes ago PrizePicks 201 - 500 🎮 Gaming ⚽ Sports Website LinkedIn All Job Openings Engineering Manager leading technical aspects of product teams at PrizePicks. Responsible for overseeing engineering projects in the fast-growing sports platform. 🇺🇸 United States – Remote 💵 $195k - $200k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👮‍♀️ Software Engineering Manager Senior Security Engineering Manager, Product Security 🔥 31 minutes ago Upstart 1001 - 5000 Website LinkedIn All Job Openings Senior Security Engineer Manager at Upstart leading security engineering practices and teams. Focused on reducing security risk and improving security posture for customer-facing products. 🇺🇸 United States – Remote 💵 $190.6k - $263.9k / year ⏰ Full Time 🟠 Senior 👮‍♀️ Software Engineering Manager 🦅 H1B Visa Sponsor AWS Cloud Kubernetes SDLC Senior Security Engineering Manager, Enterprise Security 🔥 31 minutes ago Upstart 1001 - 5000 Website LinkedIn All Job Openings Senior Security Manager overseeing enterprise security engineering while leading proactive security initiatives at Upstart. Focused on maturing security programs and minimizing operational disruption across the organization. 🇺🇸 United States – Remote 💵 $190.6k - $263.9k / year ⏰ Full Time 🟠 Senior 👮‍♀️ Software Engineering Manager 🦅 H1B Visa Sponsor Cloud Engineering Manager, Core 🔥 2 hours ago Fieldguide 11 - 50 🤖 Artificial Intelligence 💸 Finance ☁️ SaaS Website LinkedIn All Job Openings Engineering Manager leading core product development at Fieldguide, a startup building software for audit practitioners. Managing a full-stack engineering team focusing on enterprise solutions. 🇺🇸 United States – Remote 💵 $200k - $230k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👮‍♀️ Software Engineering Manager 🦅 H1B Visa Sponsor Postgres React TypeScript VP of Engineering 🔥 6 hours ago Crystal Intelligence 51 - 200 ₿ Crypto 📋 Compliance 🔐 Security Website LinkedIn All Job Openings VP of Engineering leading the transition to an AI-native data pipeline at Crystal Intelligence, a blockchain analytics company. Responsible for driving platform migration while ensuring customer service continuity. 🇺🇸 United States – Remote 💰 Seed Round on 2020-04 ⏰ Full Time 🔴 Lead 👮‍♀️ Software Engineering Manager Distributed Systems View More Engineering Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

KubernetesDockerPostgreSQLPrometheusGrafanaREST APIsGraphQL APIsLinux administrationnetworkingTLS basics

Soft Skills

leadershipteam managementtechnical communicationproblem-solvingcustomer focusresults-driven