Director of AI-Driven Technical Support & Incident Response

GrowthLoop; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

GrowthLoop is seeking a leader to build and guide a distributed technical support engineering team, recruiting and coaching engineers while staying hands-on in complex cases. You will own the end-to-end support experience, including intake, escalation, customer communication, and 24/7 incident response.

You will partner with Engineering and Product to reduce interruptions, improve knowledge tooling, and design AI-native support systems.

Responsibilities

• Build and lead a distributed technical support engineering team; recruit and coach engineers while staying hands-on in complex cases.
• Own end-to-end support experience: intake, escalation, customer communication, and 24/7 incident response.
• Partner with Engineering and Product to reduce interruptions, improve knowledge tooling, and design AI-native support systems.

Job description

GrowthLoop is seeking a leader to build and guide a distributed technical support engineering team, recruiting and coaching engineers while staying hands-on in complex cases. You will own the end-to-end support experience, including intake, escalation, customer communication, and 24/7 incident response.

You will partner with Engineering and Product to reduce interruptions, improve knowledge tooling, and design AI-native support systems.