Support Engineering Manager (Software Product)

Full-time · Remote-Friendly · Engineering-facing

The opportunity

Istari is a self-hosted engineering platform with deep API surface area, a rich integration ecosystem, and demanding operational requirements. We're building the support function from the ground up — and we need a manager who can own it end to end.

This isn't a ticket queue management role. You'll lead a small, high-caliber team of two Technical Support Engineers, own the support tooling and customer experience, drive the product feedback loop, and serve as the connective tissue between engineering customers and Istari's product and engineering teams.

About the role

Support at Istari is a quality gate, not a buffer. Engineering teams receive reproducible, severity-assessed bugs — not noise. In return, they commit to confirming bug reports within SLA, notifying support of releases and regressions, and joining monthly review sessions. You'll be expected to hold that standard and build the systems that make it sustainable.