Head of Technical Support

What you'll do

• Design 24x7 support coverage, service commitments, severity levels, escalation paths, and on-call processes.
• Use AI agents and self-service to triage and resolve cases; personally troubleshoot customer issues and manage high-severity incidents.
• Partner with Engineering and account teams, define support metrics and improvements, and hire and lead support engineers.

What they ask for

• 8+ years in technical support, support engineering, or SRE/production engineering, including 3+ years leading a support function or team for a developer, infrastructure, observability, or B2B SaaS product.
• Experience building an early-stage support function, defining SLAs and severity models, establishing tooling, and designing 24x7 or follow-the-sun enterprise coverage.
• Hands-on production infrastructure experience with cloud platforms (especially AWS), Kubernetes, networking, authentication (SSO/SAML), and observability tools; able to investigate logs and reproduce customer problems.
• Active use of AI agents and coding tools to automate support or operations workflows, with skills in prompting, context engineering, and evaluating LLM output.

Nice to have

• Experience supporting AI/ML or LLM-based products; global enterprise support, contractual terms, or compliance such as SOC 2.
• Scripting in Python, TypeScript, or Go; experience building self-service knowledge bases or developer documentation.

Tools

AWS, Kubernetes, SSO/SAML, Datadog, Grafana, Prometheus, Splunk, OpenTelemetry

AI focus

Build and operate AI-first support using Resolve and other AI agents to triage, diagnose, and resolve cases, automate workflows, and increase resolution without human intervention.