💼 About This Role

You'll lead and scale a deeply technical support organization for an open source programming model company, turning customer response into a repeatable advantage. Your core impact will be building operational rigor while preserving technical excellence and customer empathy. This role stands out for shaping the support function of a company powering mission-critical distributed and AI-enabled systems.

🎯 What You'll Do

• Hire, coach, and develop a global team of support engineers
• Define SLAs, queue ownership, severity definitions, and escalation paths
• Raise quality bar by measuring customer effort and resolution confidence
• Build runbooks and diagnostics to reduce avoidable engineering escalations
• Partner with Product and Engineering to turn support signal into product improvements

📋 Requirements

• 12+ years in technical support, customer engineering, SRE, or similar roles
• 5+ years leading support or customer-facing engineering teams
• Experience building and scaling support operations for a deeply technical B2B product
• Proven experience in developer tools, cloud infrastructure, data platforms, or observability

✨ Nice to Have

• Experience with open source community support
• Background in AI infrastructure or durable execution systems
• Familiarity with incident communication and RCA practices

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Comprehensive health coverage
• 💰 Equity grants
• 📚 Learning and development budget
• 🌍 Remote-friendly culture

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Panel· 60 min
4. 4Executive Interview· 45 min