Senior Manager, Application Support - AI Native
New
East Coast, USA (CT, DC, FL, GA, MD, MA, NJ, NY, OH, PA, RI, SC, VT, and VA)Full-TimeManager
Salary158000 - 185000 USD per year
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Job Details
- Experience
- 8+ years in technical support, engineering operations, or a related function; 2+ years managing people
- Required Skills
- Artificial IntelligenceZendesk
Requirements
- A clear, informed point of view on where AI-native support is heading, with experience in multi-agent systems, orchestration, and customer-facing agents.
- Technical fluency, comfortable reading logs, understanding web application functionality end to end, and forming hypotheses about issues.
- Experience with observability tooling, agent orchestration platforms, or workflow systems is a strong plus.
- Built or operated AI-assisted support workflows with real production usage, thinking natively about leverage points.
- Fluent in support metrics and capable of building instrumentation to track them, translating trends into business recommendations.
- Understand that every ticket represents a real person and set the standard for clear, honest, and genuinely caring communication.
- Know how to design a workflow, measure what matters, and iterate, having built scalable support processes.
- Managed high-performing teams and know how to develop ICs, providing direct feedback and creating a growth environment.
- 8+ years in technical support, engineering operations, or a related function.
- 2+ years managing people.
- Demonstrated experience building or scaling support operations at a SaaS company.
- Hands-on experience designing or operating AI-assisted support workflows, customer-facing agents, or multi-agent orchestration systems.
- Hands-on experience with Zendesk or a comparable enterprise support platform at an operational or administrative level.
- Experience working closely with engineering teams and contributing to cross-functional processes like sprint planning or incident review.
Responsibilities
- Define what the support function needs to look like as AI capabilities evolve, setting the architecture for customer-facing agents, orchestration layers, and human escalation paths.
- Own the build-out of an AI-native support layer, designing customer-interacting agents, knowledge bases, escalation logic, and quality standards.
- Own metrics such as ticket inflow rates, autonomous resolution rates, escalation patterns, time-to-resolution, and the gap between incoming and resolved volume to support business decisions.
- Manage, coach, and grow a team operating at the intersection of technical investigation, customer empathy, and engineering partnership, owning performance development and role clarity.
- Formalize how AI agents are used in the bug investigation and resolution workflow, defining scope, establishing human review gates, and working with engineering.
- Maintain strong working relationships with Engineering, Customer Success, and Product to ensure support data flows into sprint planning and escalations move quickly.
- Own the readiness plan for multiple product launches in 2026, ensuring agents, processes, and the team are prepared for increased ticket volume.
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