Technical Support Manager
New
R
RunwareAI infrastructure
United Kingdom, Europe time zone preferred, with sufficient overlap across US and Asia hours to coordinate support coverage.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- Several years of experience leading technical support or support engineering teams
- Required Skills
- GrafanaRESTful APIsDatadogDistributed Systems
Requirements
- Several years of experience leading technical support or support engineering teams.
- Experience at an API-first, developer tools, cloud, or infrastructure company.
- Experience building or scaling a support function, rather than only managing an established one.
- Strong technical depth in APIs, logs, metrics, and distributed systems.
- Ability to read code and independently investigate complex technical issues.
- Experience automating support operations and reducing escalations to Engineering.
- Experience defining support tiers, SLAs, coverage models, and support KPIs.
- A proactive, hands-on approach to solving problems and comfort with ambiguity and building from scratch.
- Europe time zone preferred, with sufficient overlap across US and Asia hours to coordinate support coverage.
- Experience supporting AI/ML inference, GPU infrastructure, or serverless compute products is a differentiator.
- Hands-on experience with AI-assisted support tooling and automation is a differentiator.
- Exposure to support platforms such as Pylon, Zendesk, Intercom, Jira, Linear, or GitHub Issues; monitoring tools such as Datadog or Grafana; APIs and developer tools such as Postman; and documentation tools such as Notion, Confluence, or GitHub Docs.
Responsibilities
- Define support models for each product line, including customer tiers, SLAs, coverage, and escalation paths.
- Build and scale the team by developing hiring plans, recruiting, onboarding, and growing support engineers and team leads.
- Establish Support as the first point of contact for technical inquiries from customers, newly onboarded customers, and prospects.
- Reduce dependency on Engineering by taking ownership of issues, closing knowledge, access, and tooling gaps, and resolving more issues within Support.
- Automate routing, triage, AI-assisted first responses, self-service, and workflows using Pylon and other relevant tools.
- Track ticket volumes, response and resolution times, escalations, recurring issues, and customer risks by product line and customer tier.
- Investigate complex issues and incidents, provide technical guidance to the team, and communicate with customers when needed.
- Build and maintain the knowledge base, playbooks, and runbooks.
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