Director of Customer Support

You will lead the global technical support function and build AI-powered systems that improve support capacity, quality, and efficiency. You will oversee support performance, incident response, escalations, global coverage, and enterprise SLAs. You will lead Support Engineers, turn recurring issues into automation and self-service solutions, and work with Engineering, Product, Customer Success, and Forward Deployed Engineering to resolve complex issues and improve the customer experience.

Responsibilities

• Own the strategy and execution of an AI-native technical support function
• Build and improve AI agents, workflows, and internal support tools
• Deliver technical support for developers, startups, and enterprise customers
• Own support performance, incident response, escalations, global coverage, and enterprise SLAs
• Define and improve response-time, resolution-time, customer-satisfaction, automation-effectiveness, and cost-to-serve metrics
• Lead and develop Support Engineers
• Turn recurring customer issues into automation, self-service capabilities, documentation, and product improvements
• Partner with Engineering, Product, Customer Success, and Forward Deployed Engineering to resolve complex issues

Requirements

• Experience managing and scaling Customer Support or Technical Support Engineering at a hyperscaling AI-native company, model lab, or AI infrastructure platform
• 8+ years of technical support or support engineering experience
• 4+ years leading teams through significant growth
• Experience building, implementing, or operating AI agents, automations, and technical systems
• Knowledge of APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and production AI applications
• Ability to support growth in customers, usage, or ticket volume without proportional headcount growth
• Experience investigating complex technical issues and using APIs
• Knowledge of Python, TypeScript, or similar tools
• Experience owning support SLAs, incident management, escalations, and customer-experience metrics
• Experience building global 24/7 technical support coverage

Benefits

• Equity