Technical Support Manager

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 is a sovereign AI infrastructure platform headquartered in Dublin. We run frontier open-weight large language models on our own NVIDIA Blackwell GPUs in European datacentres, under EU jurisdiction. Customers reach them through a drop-in OpenAI-compatible API. Nothing they send is retained after the request completes. We serve regulated enterprises in finance, healthcare and government as well as developers and AI platforms. We help them adopt AI without compromising on data privacy, compliance or performance.

We are hiring a Technical Support Manager to build out and run our customer support function. You will take ownership of support from day one and turn it into a reliable, scalable function as our user base grows. You will work closely with the founding team and Engineering; reporting line to be confirmed as the commercial team grows.

This is a hands-on player-manager role. You will work the queue yourself while strengthening process, tooling and the team around you, including out-of-hours cover. Our customers range from developers integrating OpenAI-compatible APIs through to regulated enterprises with stricter operational expectations. You will need to be calm under pressure, technically credible and able to turn recurring themes into better docs, better automation and clearer escalation into engineering.

We are an AI-native team. Tools such as Claude Code and Codex are part of our daily workflow and materially accelerate how we build and operate systems. We value people who can ship practical support systems quickly without drowning a small company in process.

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 (likely Intercom, Jira and GitHub) and drive first-line automation, including AI-assisted triage that pulls context from tickets and usage logs before a human picks up the case.

Escalation into Engineering - Run the escalation path into engineering, including out-of-hours paging, and make sure it works cleanly 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 Irish business hours. Coach engineers to diagnose API and integration issues end to end - auth, quotas, latency, errors and logs - not just pass tickets along.

Voice of the Customer - Report on volume, themes and recurring product defects, and make sure those themes reach engineering with enough context to act.

Customer Trust - Protect the customer experience as we scale: clear communication, honest timelines and no silent failures.

What Success Looks Like

Within the first 6–12 months you will have:

Defined and run clear severity levels with sensible first-response and resolution targets

Stabilised queue health (backlog age, reopen rate and handoff quality)

Raised self-serve deflection through a useful knowledge base and runbooks

Made escalations into engineering clear, complete and actionable, including out-of-hours cover that works

Built a feedback loop so recurring support themes turn into product and docs fixes

Led and grown the support team, including coaching existing engineers and hiring as volume requires

Skills & Experience

5+ years in technical support or a closely related customer-facing technical role, with at least 2 years leading a team or function

Genuine player-manager who is willing and able to work the queue yourself, not only manage it

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

Nice to Have

Experience supporting a developer or API product

Familiarity with Intercom, Jira, GitHub and billing tools

Exposure to AI-assisted support automation

Experience running follow-the-sun or out-of-hours rotas

Familiarity with LLM/API products (latency, errors, auth, quotas)

Experience supporting customers in regulated industries

Education & Qualifications

BSc/MSc in a technical or related discipline OR equivalent practical experience

Remuneration

Highly competitive package, dependent on experience

25 days paid annual leave

Hybrid working from our centrally located Dublin office

Free inference tokens!