Related skills
ai apis incident response data pipelines self-service📋 Description
- Own day-to-day support performance — SLA, resolution time, CSAT.
- Design and deploy AI-driven workflows and tooling to scale support.
- Build scalable support systems — smart routing, prioritization, and self-service.
- Partner with Engineering and Product to drive root cause analysis and feedback.
- Step into high-severity escalations to maintain customer trust.
- Lead and develop managers and senior ICs with high technical standards.
🎯 Requirements
- 10+ years in Technical Support or related roles, with 5+ years in senior leadership.
- Deep technical fluency — APIs, integrations, data flows, and event pipelines.
- Hands-on AI and automation in support — triage, workflows, tooling.
- Proven ability to scale tech support without simply adding headcount.
- Strong cross-functional partnership with Engineering and Product.
- Experience building escalation frameworks, incident processes, and self-service programs.
🎁 Benefits
- 100% coverage of medical, dental, vision, mental health, and supplemental premiums for you and family.
- 16 weeks paid parental leave and unlimited PTO.
- Remote work stipends and wellness programs.
- Professional development budget and growth opportunities.
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