Lead Technical Support Manager - Hybrid Dublin (AI-Driven)

HireHive; Dublin; Hybrid; EUR 80,000 - 110,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid Dublin office

Free inference tokens

Job summary

TensorX, headquartered in Dublin, seeks a Technical Support Manager to own and scale the customer support function as the user base grows. You will work hands-on while shaping processes, tooling, and the team, including out-of-hours coverage, to deliver reliable, high-quality support for developers and regulated enterprises.

You will collaborate with engineering and the commercial team, turning recurring themes into better docs, automation, and clearer escalation paths, all while maintaining

Qualifications

• 5+ years in technical support or a related customer-facing role.
• Experience leading a team or function.
• Technical credibility with APIs, HTTP status codes, logs.
• Experience building out a support function.
• Excellent written English and calm, clear communication.

Responsibilities

• Own Support - Take ownership of the support queue: response times, resolution quality and customer communication.
• Build the Function - Define tiers, severity definitions, escalation paths and service level targets, then hold the company to them.
• Tooling and Automation - Own support tooling (Intercom, Jira and GitHub) and drive first-line automation, including AI-assisted triage.
• Escalation into Engineering - Run the escalation path into engineering, including out-of-hours paging, and ensure it works in both directions.
• Knowledge Base and Runbooks - Build and maintain customer-facing documentation and internal runbooks so the same question is not answered twice from scratch.
• Team Leadership - Lead and grow the support team as volume increases, including cover outside business hours.
• Voice of the Customer - Report on volume, themes and recurring product defects, and ensure context reaches engineering.
• Customer Trust - Protect the customer experience with clear communication and honest timelines.

Skills

Technical support leadership

Player-manager

APIs and logs debugging

Documentation and runbooks

Excellent written English

Education

BSc/MSc in a technical field

Tools

Intercom

Jira

GitHub

Billing tools

Job description

TensorX, headquartered in Dublin, seeks a Technical Support Manager to own and scale the customer support function as the user base grows. You will work hands-on while shaping processes, tooling, and the team, including out-of-hours coverage, to deliver reliable, high-quality support for developers and regulated enterprises.

You will collaborate with engineering and the commercial team, turning recurring themes into better docs, automation, and clearer escalation paths, all while maintaining