AI-Driven Technical Support Lead

Elliptic; New York (NY); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Private Health Insurance

Mental Health Support

Life Insurance

Cycle to Work

Remote work budget

Learning budget

Job summary

Elliptic is seeking a Technical Customer Support Lead to run the TCS team and drive AI automation initiatives. You will unite four hubs, handle executive escalations, and define the support roadmap in collaboration with Engineering and Product.

The ideal candidate brings 5+ years in technical support or customer-facing engineering, 2+ years of people leadership, and a strong background with APIs, observability tools, and AI-driven automation. Hybrid work options and career growth await.

Qualifications

• Led technical support or customer-facing teams through growth.
• Mentored and coached team members for career development.
• Able to review PRDs and provide actionable feedback to engineers.
• Experience with APIs, Datadog, Kibana, SQL and automation tooling.
• Experience with AI/ML or enterprise B2B SaaS automation projects.

Responsibilities

• Run the TCS team day to day across four hubs, monitoring queues and SLAs.
• Own executive-level and major-incident escalations with customer comms.
• Review product requirements affecting support and flag deployments.
• Own the AI automation roadmap, career frameworks and SOPs.
• Hire, coach, and grow the team; maintain a durable knowledge base.
• Turn recurring incidents into self-service using AI and tooling.
• Advocate for customer needs at leadership; feed product roadmap.
• Step in on the toughest API escalations with senior guidance.

Skills

Technical leadership

Customer support

Team management

APIs

AI/ML familiarity

Datadog

Kibana

Tools

Datadog

Kibana

CI/CD pipelines

Job description

Elliptic is seeking a Technical Customer Support Lead to run the TCS team and drive AI automation initiatives. You will unite four hubs, handle executive escalations, and define the support roadmap in collaboration with Engineering and Product.

The ideal candidate brings 5+ years in technical support or customer-facing engineering, 2+ years of people leadership, and a strong background with APIs, observability tools, and AI-driven automation. Hybrid work options and career growth await.