Support Engineer Manager at Bestow

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ABOUT BESTOW

Bestow is the leading digital platform for life insurance. As both a direct-to-consumer destination and an infrastructure provider, Bestow is on a mission to make life insurance accessible to millions of underserved families. 

We strive for work-life balance and believe happy employees make for better experiences and happier customers. It’s a model that helped us land the #2 spot on Forbes’ Best Startup Employers 2021 list!


Bestow’s partnership business is growing, having launched term-life offerings with Lemonade and Equitable in 2021 and more to come in 2022. To ensure the highest quality service to these partners, our newly created technical support team to be the first touchpoint for engineers, product managers, and business stakeholders from the partner companies using our SaaS platform. 

As a Support Engineer Manager, your primary responsibilities will be to set your team up for success by defining processes for monitoring and triaging issues raised by the partner teams. An ideal candidate for this role brings outstanding communication skills, experience supporting SaaS solutions & customers, and experience standing up and growing a support organization.
 
The primary responsibilities of this role will be to work with your team to intake, triage, and document issues raised by our partners, which will empower our engineering teams to solve the problems with your help. As you learn more about Bestow services and systems, we expect you to resolve some issues without engineering support and help product managers understand common, recurring problems that need further development in our SaaS platform.

ABOUT THE ROLE

  • Opportunity to grow a relatively new part of Bestow’s organization and work with other leaders to define the relationship between support, engineering, and product development
  • Gaining a complete understanding of partners’ integration solutions
  • Providing top quality support to existing and new partners
  • Assisting Product Managers to understand the scope, urgency, and severity of problems that the engineering team needs to address
  • Building and refining customer-facing documentation, including integration guides and FAQs
  • Opportunities to grow your software development and/or testing skills

YOUR EXPERIENCE

  • 3+ years experience as a technical customer liaison using project & customer management tools (JIRA, ZenDesk, etc.)
  • 1+ years experience managing technical support teams
  • Strong written and verbal communication skills
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  • Strong analytical skills
  • Experience with using APIs or database queries to analyze software issues

TOTAL REWARDS

  • Competitive salary plus stock options
  • Performance bonus
  • Generous PTO
  • Flexible schedule and work/life balance
  • 100% company-paid health, dental, and vision insurance
  • Office snacks and weekly team lunches
  • Team building events and activities

We value diversity at Bestow. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team. 

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Technology we use

  • Engineering
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An Insider's view of Bestow

What’s the vibe like in the office?

Bestow recently opened a new office in downtown Austin. The atmosphere promotes a collaborative, productive, and fun work environment. I appreciate the many touches that make the office that much more enjoyable - think standing desks, comfy couches, lots of natural light, a swag station, weekly lunches & more hot sauces than you could ever want.

Katie

Marketing Operations Associate

How do you collaborate with other teams in the company?

We have an open collaboration approach as we take advantage of available channels of communication (not afraid of over-communicating) and provide enough empowerment to each team to drive value. We have substantial autonomy to make decisions and move fast!

George

Head of Strategic Finance

What makes someone successful on your team?

What makes someone successful on our team is the willingness to learn and openness to be a part of something special. Being successful requires clear and open communication, providing support, access to great resources, and diversity. I am so fortunate to be able to rely on my team for all my needs within the company.

Chastity

Customer Services Specialist

How do your team's ideas influence the company's direction?

The Marketing Compliance and Operations Compliance team operates with a “run to the risk” attitude. They think of efficiencies to ensure the business understands, identify, and mitigate risks appropriately. This anticipation of what is coming around the corner attitude, continues to develop and foster trust Bestow wide.

Luke

Deputy General Counsel, Chief Compliance Officer

How would you describe the company’s work-life balance?

Flexible work schedules allow me to get my kids ready each morning and drop them off at school. Unlimited PTO gives me the flexibility to take time off as needed without worrying about my balance. Bestow is also a family-friendly company! I was able to bring my son to the office earlier this year and our founders took time to get to know him.

Jeremy

Chief Insurance Officer

What are Bestow Perks + Benefits

Bestow Benefits Overview

Why work with us?

When you’re reinventing an industry that’s gone unchanged for centuries, you need brain power, imagination and endless curiosity. At Bestow, every voice counts and every employee can shape our mission: to make financial products accessible to more people.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Caring for our own by covering 100% of employee medical insurance.
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Bestow provides employees with a flexible work schedule that includes Flexible start and end times.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted once per quarter.
Parking
We offer employees a parking subsidy.
Relocation Assistance
Our relocation assistance plan offers a maximum reimbursement of $5,000 and is on a case by case basis.
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within

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