Customer Support Lead

Emergence AI; New York (NY); Híbrido; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Health benefits including medical, i.e

401(k) with company match

Flexible PTO and holidays

Hybrid/Remote work environment

Descripción de la vacante

Emergence AI in New York is seeking its first Customer Support Lead to build an AI-first support function for Craft, our AI agent platform. You will own the end-to-end experience for a state-of-the-art agentic system working with a team that embraces an AI-first approach to product management, customer service, and engineering.

You will handle customer issues yourself from day one and own our support SLAs. You will also build the tools and AI-assisted software that automate most first-line

Formación

• 4+ years in technical support, support engineering or customer-facing engineering for B2B software.
• Experience building tooling with LLMs or AI agents.
• Clear, calm communicator with technical customers, including during outages.
• Able to setup a function from scratch and work across time zones.

Responsabilidades

• Run Tier 1 and early Tier 2 support for Craft customers including intake, triage, severity and diagnosis.
• Own our support SLAs and send monthly SLA reports.
• Set up ticketing, runbooks and a knowledge base in the first two months.
• Build AI triage that classifies tickets, proposes severity and routing, with review before customer delivery.
• Develop self-service automation inside the Craft portal and chat for how-to and known-issue questions.
• Route tougher issues to the appropriate team and coordinate with engineering.
• Coordinate P1 incidents and write root-cause analyses and corrective plans.
• Tag resolved tickets so support data informs the product roadmap.

Conocimientos

Technical support

SRE

Automation with Python

LLMs / AI agents

Web apps, APIs, data pipelines

English communication

Descripción del empleo

About Emergence AI

Emergence AI is a frontier agentic AI lab advancing safe, autonomous AI through its pioneering neuroformal architecture. We are building the next generation of enterprise AI: systems capable of understanding complex knowledge, reasoning across information, executing multi‑step workflows, and taking action with the verifiability and reliability required for mission‑critical environments. Our Enterprise Agent Platform provides the foundation for building, deploying, and operating AI systems in production — from data connectivity and knowledge management to workflow orchestration, observability, evaluation, and governance. We partner with organizations in semiconductor manufacturing, life sciences, and other data‑intensive industries to solve complex challenges that require trusted AI systems capable of operating in real‑world environments. Our team brings experience from leading AI research labs and technology companies, including IBM Research, The Allen Institute for AI, Amazon, and Broadcom. With headquarters in New York and offices across California, Spain, and India, we bring together diverse expertise and perspectives to tackle some of the most challenging problems in enterprise AI.

About The Role

We are looking for our first Customer Support Lead to build an AI‑first support function for Craft, our AI agent platform. You will own the end‑to‑end experience for a state‑of‑the art agentic support system working with a team that embraces an AI‑first approach to product management, customer service, and engineering. You will handle customer issues yourself from day one and own our support SLAs. You will also build the tools and AI‑assisted software that automate most first‑line support. Our customers run Craft in semiconductor manufacturing and other mission‑critical environments, so reliability and clear communication matter. This is a hands‑on role for someone who has run technical support, believes in an AI‑first approach to solving problems and would rather automate a task than repeat it.

You'll

• Run Tier 1 and early Tier 2 support for all Craft customers: intake, triage, severity, diagnosis and customer communication.
• Own our support SLAs and send each customer a monthly SLA report.
• Set up ticketing, runbooks and a knowledge base in your first two months.
• Build AI triage that classifies tickets, proposes severity and routing, collects diagnostics and drafts replies, with your review before anything goes to a customer.
• Build self‑service automation inside the Craft portal and chat: an assistant for how‑to and known‑issue questions, automated fixes and proactive alerts.
• Route harder issues to the right team: workflow and semiconductor‑domain questions to Solutions Engineering, and platform, runtime and infrastructure issues to Platform Engineering.
• Coordinate P1 incidents with the engineering on‑call, and write root‑cause reports and corrective plans when targets are missed.
• Tag every resolved ticket so support data feeds the product roadmap.

You'll Have

• 4+ years in technical support, support engineering, SRE or customer‑facing engineering for B2B software, including time leading or owning a support process.
• You script and automate (Python or similar) and have built tooling with LLMs or AI agents.
• Comfortable diagnosing issues across web applications, APIs, data pipelines and cloud infrastructure.
• Clear, calm communicator in English with technical customers, including during outages.
• Organized and self‑directed; you can set up a function from scratch and work across time zones.
• Based in US Eastern time, with some overlap with European working hours.

Bonus Points

• Experience supporting data, analytics or AI products, or manufacturing and industrial software.
• Experience with Agentic AI and AI harnesses
• Exposure to semiconductor manufacturing, test or yield data.
• Experience with ticketing and observability tools and with defining SLAs.
• Proficiency in Spanish, Mandarin, German or another second language.

Emergence AI offers competitive compensation.

Comprehensive health benefits including medical, dental and vision.

401(k) with company match.

Flexible PTO and company holidays.

Flexible hybrid/remote work environment.

The opportunity to work at the forefront of technological advancement.

Emergence AI is an equal opportunity employer committed to building an inclusive workplace where people with diverse backgrounds, experiences, and perspectives can do their best work. We believe building trustworthy AI requires diverse ways of thinking, and we're committed to creating an environment where everyone can thrive.