Technical Support Lead – AI/API & Customer Success

Uniting Holding; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

25 days paid annual leave

Hybrid Dublin office

Free inference tokens

Job summary

TensorX, a sovereign AI infrastructure platform based in Dublin, is hiring a Technical Support Manager to own and scale our customer support function as the user base grows. You will work with the founding team and Engineering, taking responsibility from day one and building a reliable, hands-on, player-manager operation.

Key focus areas include defining support tiers, automating triage, building knowledge bases and runbooks, and leading a growing team across hybrid Dublin hours while

Qualifications

• 5+ years in technical support or a closely related customer-facing technical role.
• 2+ years leading a team or function.
• Technically credible with APIs, HTTP status codes, logs and reading an error trace.
• Experience building out a support function rather than only inheriting a mature one.
• Excellent written English and a calm, clear manner with customers.
• Comfortable working hybrid from Dublin.

Responsibilities

• Own Support - manage the support queue with response times, resolution quality and customer communication.
• Build the Function - define tiers, severity definitions, escalation paths and service level targets.
• Tooling and Automation - own support tooling (Intercom, Jira, GitHub) and drive first-line automation, including AI-assisted triage.
• Escalation into Engineering - run the escalation path into engineering, including out-of-hours paging.
• Knowledge Base and Runbooks - build and maintain customer-facing docs and internal runbooks.
• Team Leadership - lead and grow the support team, including cover outside Irish business hours.
• Voice of the Customer - report on volume, themes and recurring product defects to engineering.
• Customer Trust - protect the customer experience with clear communication and honest timelines.

Skills

APIs

HTTP status codes

Logs

Customer-facing

Education

BSc/MSc in technical discipline

Tools

Intercom

Jira

GitHub

Billing tools

Job description

TensorX, a sovereign AI infrastructure platform based in Dublin, is hiring a Technical Support Manager to own and scale our customer support function as the user base grows. You will work with the founding team and Engineering, taking responsibility from day one and building a reliable, hands-on, player-manager operation.

Key focus areas include defining support tiers, automating triage, building knowledge bases and runbooks, and leading a growing team across hybrid Dublin hours while