Technical Support Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of and define the technical support function related to media generation APIs, Serverless technology, LLMs, and dedicated GPU resources.

• Develop and implement support models, customer tiers, service level agreements (SLAs), coverage strategies, and escalation procedures.

• Build and expand the support team through hiring, recruitment, onboarding, and team development initiatives.

• Position Support as the primary point of contact for technical inquiries from both customers and prospects.

• Facilitate transitions and collaborations with Sales and Customer Success teams.

• Minimize reliance on Engineering by addressing knowledge, access, and tooling deficiencies.

• Enhance the percentage of issues resolved directly by Support.

• Automate processes for routing, triage, AI-assisted initial responses, self-service options, and workflows using Pylon and other tools.

• Monitor ticket volumes, response and resolution times, escalations, recurring issues, and customer risks.

• Conduct thorough investigations and incident responses while offering technical guidance.

• Engage with customers regarding complex issues as necessary.

• Develop and uphold the knowledge base, playbooks, and runbooks.

• Report directly to the Head of Customer Business Operations.

⛳️ Requirements

• Several years of experience leading teams in technical support or support engineering at an API-first, developer tools, cloud, or infrastructure organization.

• Experience in constructing or scaling a support function.

• Strong technical knowledge in APIs, logs, metrics, and distributed systems.

• Proficiency in reading code and independently investigating intricate technical issues.

• Demonstrated experience in automating support operations and minimizing escalations to Engineering.

• Expertise in defining support tiers, SLAs, coverage models, and support KPIs.

• Ability to thrive in ambiguous situations and to build solutions from the ground up.

• Proactive and hands-on attitude toward problem-solving.

• Experience in supporting AI/ML inference, GPU infrastructure, or serverless computing products.

• Practical experience with AI-assisted support tools and automation.

• Familiarity with support platforms such as Pylon, Zendesk, Intercom, Jira, Linear, or GitHub Issues.

• Exposure to monitoring and debugging tools, including Datadog, Grafana, logs, metrics, tracing, and dashboards.

• Knowledge of Postman, REST APIs, JSON, and HTTP status codes.

• Experience with documentation tools such as Notion, Confluence, or GitHub Docs.

• Preferred location within the Europe time zone, with adequate overlap with US and Asia hours for effective support coordination.

🏝️ Benefits

• Remote-first work arrangement.

• In-person company retreats held twice a year.

• Core hours designated for collaborative work and meetings.

• Flexible scheduling outside of core collaboration periods.

• Generous paid time off, including vacation, sick leave, and public holidays.

• Meaningful stock options.

• Paid maternity, paternity, and caregiver leave.