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Today

Head of Technical Support

ResolveAI San Francisco, CA

San Francisco, CA

Today

Full time Manager Ai Customer Support Application Security

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Job Description

ResolveAI is seeking a hands-on technical support leader to build a first-of-its-kind AI-first, 24x7 global support function.

Responsibilities

Design and launch the support operating model, including:
- 24x7 global coverage approach
- Severity levels
- Response and resolution targets
- Escalation paths
- On-call rotations
- Follow-the-sun handoffs
Translate the operating model into service commitments for customer contracts.
Build an AI-first support experience using Resolve and AI agents to:
- Triage, diagnose, and resolve cases
- Deflect common issues via self-service and documentation
- Design agent-to-human handoff that preserves customer context
- Increase the share of cases resolved without human intervention
Work the queue early on and own cases end-to-end:
- Triage and gather diagnostics
- Troubleshoot across integrations, cloud environments, and Kubernetes
- Keep the case record accurate
- Communicate clearly with customers through resolution
Ensure every case has a clear owner with documented impact, investigation, and resolution, including during high-severity incidents affecting customer production.
Run a tight loop with Engineering:
- Separate configuration and usage issues from true product defects
- Raise well-evidenced Linear tickets with clear customer impact
- Provide evidence so the assigned Deployment Engineer can oversee the fix and verify it in the customer workflow
Partner with the account team by:
- Engaging the technical account team when implementation context is needed
- Sharing case trends and customer-impact context
- Flagging accounts where support patterns indicate adoption or renewal risk
Define and report on key support metrics, including:
- Response and resolution times
- SLA attainment
- AI resolution rate
- Backlog health
- CSAT
- Case drivers
- Convert recurring themes into product, documentation, and onboarding improvements
Build the team:
- Develop staffing and coverage model
- Determine where humans add the most value
- Hire, onboard, and lead support engineers across regions as volume and global footprint grow

Requirements

8+ years in technical support, support engineering, or SRE/production engineering roles
3+ years leading a support function or team for a developer, infrastructure, observability, or B2B SaaS product
Experience building a support function from early stage, including:
- Defining SLAs and severity models
- Standing up tooling
- Designing 24x7 or follow-the-sun coverage for enterprise customers
Strong hands-on technical depth in production infrastructure:
- AWS (especially)
- Kubernetes
- Networking and authentication (SSO/SAML)
- Observability tools such as Datadog, Grafana, Prometheus, Splunk, and OpenTelemetry
Ability to dig into logs and reproduce a customer’s problem
Active power user of AI agents and coding tools (e.g., Claude Code, Codex, Cursor), including experience with prompting, context engineering, and critical evaluation of LLM output
Proven experience handling high-severity customer incidents calmly, with clear communication to engineers and executives and ongoing customer updates when the answer is not yet known
Experience collaborating with Engineering on defect triage and escalation, and with Sales and post-sales teams on account health
Data-driven approach: define support metrics, build reporting, and use data to guide staffing, product, and process decisions
Strong ownership mindset for early-stage ambiguity and playbook-building

Technologies

AWS
Kubernetes
SSO
SAML
Datadog
Grafana
Prometheus
Splunk
OpenTelemetry
Resolve
Claude Code
Codex
Cursor
Linear

Nice to Have

Experience supporting AI/ML or LLM-based products
Experience supporting global enterprise customers, including contractual support terms and compliance requirements (e.g., SOC 2)
Scripting experience in Python, TypeScript, or Go for support automation and tooling
Experience building self-service knowledge bases or developer documentation

Location: San Francisco, CA (onsite)

Minimum experience: 8 years

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7d ago

IT Support Specialist

Fullbay Phoenix, AZ

Phoenix, AZ

7d ago

$87k - $106k/yr Full time Device Management End User Support Endpoint Management

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Job Description

Fullbay is building an IT and security function from the ground up, and you’ll be the person who makes employee technology work dependable, secure, and scalable. This hybrid role is based in Phoenix, AZ, supporting a Mac-majority team with a focus on identity, productivity, and endpoint management across Google Workspace and Microsoft 365.

You will serve as the primary point of contact for IT support for a distributed workforce, handling everything from device provisioning and account access to documentation, security hygiene, and ongoing improvements to support workflows.

What you’ll be doing

Act as the primary point of contact for employee IT support in a Mac-majority environment, including provisioning and troubleshooting hardware, software, and account access
Administer and support Google Workspace as the identity and productivity platform, alongside a Microsoft 365 tenant
Manage user lifecycle tasks including onboarding, offboarding, access provisioning and deprovisioning, and license management across applications
Triage, document, and resolve support requests while helping design and maintain the ticketing and workflow process
Build and maintain IT documentation such as runbooks, SOPs, an asset inventory, and onboarding/offboarding checklists
Support basic security hygiene, including endpoint management, MFA enforcement, and access reviews
Identify recurring issues and recommend process or tooling improvements
Support vendor-facing tasks related to account or licensing issues as part of application governance
Manage hardware procurement, imaging, shipping, and returns for a remote workforce, including tracking assets through their lifecycle
Maintain and enforce endpoint management/MDM policies using tools such as Jamf, Kandji, or similar
Support SSO configuration and troubleshoot access for employees using SaaS applications
Monitor and respond to basic security alerts and escalate as needed
Conduct periodic access reviews and license audits to identify unused or redundant accounts
Assist with compliance-related documentation and evidence gathering (for example, SOC 2 or similar)
Track and report support metrics such as ticket volume, resolution time, and recurring issue categories
Coordinate device and software patching and update cycles to maintain a consistent security baseline

What you bring

4+ years of hands-on IT support experience, including exposure to building process in a small or scaling environment
Strong, demonstrable experience supporting macOS in a business or enterprise setting
Hands-on administration experience with Google Workspace (user management, groups, security settings), not just end-user use
Proven ability to manage full user lifecycle: onboarding, offboarding, access provisioning and deprovisioning, and license management
Ability to work independently in a fully remote environment without a local IT team
Strong written and verbal communication skills as a consistent point of contact for a distributed workforce
Experience troubleshooting across mixed hardware, SaaS, and identity or access issues
Track record of creating or improving documentation such as SOPs, runbooks, or knowledge base articles
Experience administering a Microsoft 365 tenant alongside Google Workspace
Exposure to endpoint management/MDM tools including Jamf, Kandji, Intune, or similar
Familiarity with MFA and SSO implementation and enforcement (for example, Okta, Google SSO, Duo)
Experience supporting SaaS governance across a large application portfolio (50+ apps), including vendor management, license audits, and access reviews
Some exposure to compliance or security frameworks such as SOC 2 or ISO 27001
Experience in environments supporting parallel or legacy platforms, including user support through migration
Relevant certifications are nice to have (examples: CompTIA A+, Google Workspace Administrator, Microsoft 365 Certified)
Experience at a PE-owned or newly scaling company where IT and security were being built rather than inherited

Tools you’ll work with

Google Workspace, Microsoft 365, Jamf, Kandji, Intune
Okta, Google SSO, Duo, MFA, SSO
SOC 2, ISO 27001

Work environment and physical requirements

Regularly required to sit at a desk, use hands to finger, handle, or feel objects and tools, including a keyboard and telephone; may lift or move up to 10 pounds
Frequently requires use of hands and arms for reaching, and ability to walk and communicate effectively by speaking and listening
Vision abilities include close vision, color vision, and ability to adjust focus
Noise level is usually moderate
Type on a computer keyboard, look at a computer monitor, and operate a cell phone or computer-based phone

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