Exa
Head of Support Engineering
$220K–$335K
San Francisco, California · On-site · Director · Full-time · Posted Oct 29, 2026
- Experience
- Several years of hands-on programming; 5+ years in a listed technical support or engineering field, including 2+ years leading a technical support team.
- Visa sponsorship
- The company is happy to sponsor international candidates (e.g., STEM OPT, OPT, H1B, O1, E3).
About the job
Build and lead Exa’s AI-first, 24/7 Support function, handling technical customer issues, escalations, and account health while improving support operations and AI resolution.
What you'll do
- Hire and lead regional Support Engineers and build systems for 24/7 coverage, including tooling, SLAs, severity levels, and handoffs.
- Direct AI-first support, technical escalations, and customer follow-up through resolution.
- Monitor account health, coordinate at-risk accounts, turn ticket patterns into product feedback, and report on support performance.
What they ask for
- Several years of hands-on programming experience, including debugging APIs and customer integrations and opening pull requests.
- 5+ years in technical support, support engineering, SRE, or customer engineering, including 2+ years leading a technical support team.
- Experience building support operations from scratch, including tooling, SLAs, severity models, escalation paths, and 24/7 coverage.
- Experience using AI or automation to scale support without lowering quality; strong communication under pressure.
Nice to have
- Experience at an API, developer-tools, or AI company; having built or rebuilt support at a fast-growing technical company.
- Experience running Pylon or a similar platform at scale, or building with LLMs, RAG, or agents.
Pay
$220K – $335K USD base salary
Tools
Pylon, LLMs, RAG
AI focus
Lead AI-first support: determine which tickets AI resolves versus routes to people, improve the AI resolution rate, and use AI to monitor account health.
Model-written summary · the original posting is authoritative