Director, Customer Support

. Own the strategy and execution for an AI-native support function .

Posted 10/24/2026full-timeUnited StatesLead💰 $240,000 - $275,000 per yearWebsite

Tools & technologies

PythonTypeScript

Key responsibilities & impact

Own the strategy and execution for an AI-native support function
Build, orchestrate, and improve AI agents, workflows, and internal tools
Deliver technical support for developers, AI-native startups, and enterprise customers
Own support performance, incident response, escalations, global coverage, and enterprise SLAs
Define and improve response times, resolution times, customer satisfaction, automation effectiveness, and cost-to-serve metrics
Lead and develop a small team of Support Engineers
Convert recurring customer issues into automation, self-service, documentation, and product improvements
Partner with Engineering, Product, Customer Success, and Forward Deployed Engineering
In the first 30 days, understand customers, operations, technical challenges, and existing AI-powered systems
In the first 60 days, ship improvements to support systems, automation, and escalation workflows
In the first 90 days, establish a scalable operating model, measurable efficiency and customer-experience improvements, and a roadmap for increased support capacity

What you’ll need

8+ years in technical support or support engineering
4+ years leading teams through significant growth
Managed and scaled Customer Support or Technical Support Engineering at a hyperscaling AI-native company, model lab, or AI infrastructure platform serving developers
Personally built, implemented, or operated AI agents, automations, and technical systems
Understanding of APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and production AI applications
Ability to support significant growth without proportional headcount increases
Technical fluency with APIs and Python, TypeScript, or similar tools
Experience owning support SLAs, incident management, escalations, and customer experience metrics
Experience building global, 24/7 technical support coverage
High ownership and ability to work effectively in ambiguity
Nice to have: experience at a leading LLM model lab, AI inference provider, or developer-first AI infrastructure company
Nice to have: experience building and maintaining production AI agents or agentic workflows
Nice to have: experience supporting high-volume API platforms with demanding enterprise reliability requirements
Nice to have: familiarity with AI-assisted development tools, agent frameworks, and modern support platforms

Comp & perks