Technical Support Manager — Lead, Automate & Scale API Support

TensorX; Dublin; Hybrid; EUR 85,000 - 120,000; Full time

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

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.