Technical Support Manager

TensorX

Dublin

Hybrid

EUR 85,000 - 120,000

Full time

10 days ago

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

25 days paid annual leave

Hybrid working from Dublin office

Free inference tokens

Job summary

TensorX, a Dublin-based sovereign AI infrastructure company, seeks a Technical Support Manager to own and scale the support function from day one. You will work hands-on in the queue while shaping processes, tooling, and runbooks to improve outcomes for developers and regulated customers alike.

You will partner with the founding team and Engineering, leading a small but growing team, and ensuring high-quality, timely support with clear escalation paths and customer-first communication.

Qualifications

5+ years in technical support or closely related customer-facing technical role.
2+ years leading a team or function.
Genuine player-manager who can work the queue.
Technically credible with APIs, HTTP status codes, logs and error traces.
Experience building out a support function rather than inheriting one.
Excellent written English and a calm, clear manner with customers.

Responsibilities

Own Support - manage response times, resolution quality and customer communication.
Build the Function - define tiers, severity definitions, escalation paths and SLAs.
Tooling and Automation - own support tooling and drive first-line automation.
Escalation into Engineering - run out-of-hours paging and ensure clean two-way flow.
Knowledge Base and Runbooks - build and maintain docs to avoid repeated questions.
Team Leadership - grow the support team and coach engineers on API issues.
Voice of the Customer - report themes to engineering with context.
Customer Trust - protect customer experience with honest timelines.

Skills

Technical support leadership

Team leadership

Player-manager

APIs & logs

Excellent written English

Hybrid Dublin

Education

BSc/MSc in a technical or related discipline

Tools

Intercom

Jira

GitHub

Billing tools

Job description

Overview

TensorX is a sovereign AI infrastructure platform headquartered in Dublin. We deploy and host open-source large language models on EU-sovereign infrastructure across Europe, providing private, zero-retention inference for regulated industries including finance, healthcare and government. Our platform offers drop-in OpenAI-compatible APIs, enabling developers and enterprises alike to 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 and tools such as Claude Code, Codex and GrokBot are part of our standard workflow, not an experiment. 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