Support Engineering Manager (Software Product)

Istari Digital, Inc.

Job Overview

Location

Anywhere

Job Type

Full-time

Full Job Description

📋 Description

• Lead and manage a small, high-caliber team of two Technical Support Engineers, owning the end-to-end support function for Istari’s self-hosted engineering platform.
• Drive the product feedback loop by ensuring engineering teams receive reproducible, severity-assessed bugs and commit to confirming reports within SLA, notifying support of releases and regressions, and participating in monthly review sessions.
• Own support tooling and customer experience, building systems that make high-quality support sustainable and scalable.
• Serve as the connective tissue between engineering customers and Istari’s product and engineering teams, translating technical issues into actionable insights.
• Ensure support operates as a quality gate — not a buffer — by maintaining rigorous standards for bug validation and customer communication.
• Collaborate closely with product and engineering teams to prioritize fixes, improve documentation, and influence product roadmap based on support trends.
• Foster a culture of ownership, technical excellence, and customer empathy within the support team.

🎯 Requirements

• Proven experience managing technical support teams in a software or engineering product environment.
• Strong understanding of software development lifecycles, APIs, and integration ecosystems.
• Ability to translate technical issues into clear product feedback and work effectively with engineering teams.
• Experience building or improving support tooling, processes, and customer experience frameworks.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Comfortable working in a remote-first, fast-paced startup environment.

🏖️ Benefits

• Fully remote-friendly role with flexibility to work from anywhere.
• Opportunity to build and shape the support function from the ground up at a growing engineering platform.
• Direct impact on product quality and customer success through close collaboration with engineering teams.
• Work with a high-caliber, technically skilled team in a mission-driven organization.
• Competitive compensation and equity package commensurate with experience.

Skills & Technologies

Remote

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Istari Digital, Inc.

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About Istari Digital, Inc.

Istari Digital develops an AI-driven engineering platform that unifies physics-based modeling, machine learning, and systems engineering to accelerate design, verification, and certification of complex hardware and software products for aerospace, defense, and industrial markets.

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