Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead hands-on technical support operations, owning the queue from triage through resolution. You will investigate complex enterprise issues, collaborate with Engineering and Product on durable fixes, and build support coverage, escalation processes, quality standards, and staffing plans. You will hire, coach, and develop technical support engineers while incorporating AI into intake, investigation, drafting, and follow-up workflows with clear human accountability.
Requirements
- Current leadership or senior experience in a technical support function
- Experience owning live cases, escalations, queue health, and customer communication quality
- Experience hiring or coaching support engineers and establishing service standards
- Ability to inspect requests and logs, reproduce failures, and reason about APIs and authentication
- Ability to communicate clearly with customers and remain accountable through resolution
- Experience designing coverage across locations, running escalations, and making evidence-based staffing decisions
- Experience using AI tools and evaluating when human ownership is required
Responsibilities
- Own the support queue end to end, including triage, investigation, customer updates, escalation, and resolution confirmation
- Lead complex enterprise cases and reproduce failures across APIs, OAuth, SDKs, third-party integrations, and agent workflows
- Build the support operating model across San Francisco and Bangalore, including ownership, handoffs, incident communication, and coverage
- Set response and follow-up targets by customer tier and severity
- Review case quality, unresolved work, customer outcomes, and repeat-contact reasons
- Hire, onboard, and coach technical support engineers
- Incorporate AI into support intake, context gathering, investigation, drafting, and follow-up workflows
- Build demand and capacity views to inform staffing and coverage decisions
- Partner with FDE, Product, and Engineering to turn support patterns into product fixes and self-service guidance