Head of Technical Support

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