СШАEngineering Support Lead
2 нед. назад
СШАLeadOnsite
aisdk
Lead and build a technical engineering support team specialized in AI-native automation for software teams, focusing on customer support, coaching, and integrating AI to improve support processes.
О компании
- builds the AI-native automation layer for software teams: SDKs, runtimes, and platform tooling that let developers compose, evaluate, and operate agentic workflows and AI-powered products. Our systems must be reliable at scale - agents must act correctly, integrations must be robust, and integration needs to be an autonomous, observable function that accelerates engineering rather than slowing it.
Обязанности
- We are hiring an Engineering Support Lead who is already doing technical support work and is ready to build the function for the AI era. You know the reality of a live queue, difficult escalations, customer communication, and coaching support engineers. Now you want to build the team, standards, and systems that make great support repeatable as grows.
- This is a hands-on leadership role. You will stay close to customers and cases while hiring and developing the team, running support across locations, and using AI to help people resolve more problems well.
Будет плюсом
- Experience with a developer platform, API product, cloud infrastructure, or an integration-heavy product.
- Experience building support automation, agent workflows, evaluations, or human review systems.
- Experience reading or shipping Python or TypeScript fixes while working in support.
- Familiarity with OAuth, webhooks, rate limits, MCP, and support tools such as Plain, Zendesk, or Intercom.
- Experience building a team that spans the US and India.
- Prior experience supporting an AI product is useful. What matters most is proven ownership in support and the drive to build a better support organization with AI.
Другое
- Location: San Francisco · Full time
- AI can gather context, suggest a diagnosis, and draft a reply. A strong support leader knows how to bring those capabilities into a real queue, check their quality, and keep a person accountable for the customer's outcome. You will shape that system.
- Every difficult case is product signal. You will turn recurring failures across auth, SDKs, integrations, and agent workflows into fixes, clearer docs, better tools, and fewer future tickets.
- Support must scale across time zones without losing ownership. You will build the coverage, handoffs, coaching, and escalation paths that make the experience consistent for customers and sustainable for the team.
- Own the support queue end to end: triage, technical investigation, customer updates, escalation, and confirmation of resolution.
- Lead complex enterprise cases. Reproduce failures across APIs, OAuth, SDKs, third-party integrations, and agent workflows; give Engineering a clear diagnosis and stay accountable while a fix ships.
- Build the operating model across San Francisco and Bangalore, including queue ownership, shift handoffs, incident communication, and coverage that matches our commitments.
- Set useful response and follow-up targets by customer tier and severity. Review case quality, unresolved work, customer outcomes, and the reasons customers contact us again.
- Hire, onboard, and coach technical support engineers. Run case reviews, give direct feedback, and create paths for people to grow in support and engineering-adjacent work.
- Bring AI into the daily support workflow. Use and work with our applied AI engineers to improve intake, context gathering, investigation, drafting, and follow-up; measure quality and keep clear human ownership when a workflow fails.
- Build a demand and capacity view that informs staffing and coverage decisions before the queue falls behind.
- Work with FDE, Product, and Engineering to turn patterns in customer cases into product fixes, self-serve guidance, and better developer experience.
- We are looking for someone whose career is already rooted in technical support and who can show evidence of the following:
- Operate support today. You currently lead or play a senior role in a technical support function. You have owned live cases, escalations, queue health, and the quality of customer communication.
- Build a support organization. You have hired or coached support engineers, improved how a team works, set clear ownership and service standards, and can show how customer outcomes changed.
- Go deep technically. You can inspect requests and logs, reproduce an ambiguous failure, reason about APIs and authentication, and work effectively with engineers on a durable fix.
- Earn customer trust. You write clearly under uncertainty, give useful next steps, and stay with a customer through resolution rather than treating an internal handoff as closure.
- Lead people and operations. You can design coverage across locations, run an escalation calmly, and make staffing decisions using evidence rather than ticket counts alone.
- Be ready for AI-led support. You use AI tools in your own work and can identify where they will make support better, how to check their output, and when a person must take over. You are eager to build this into the team's daily practice.