Founding Enterprise Support Architect

Decagon; San Francisco (CA); On-site; USD 144,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

Life Insurance & Disability

401K / Retirement plan

Parental Leave

Fertility benefits through Carrot

Daily lunches and snacks

Job summary

Decagon seeks a Founding Support Lead to own and scale the enterprise support function from day one. You will resolve issues across major accounts, build repeatable processes, and shape coverage, tooling, and SLAs. This is a bold, founder-level role with hands-on work and high ownership.

You will stand up 24/7 support, manage incidents, and drive an escalation path to engineering. Growth will come with building a team and mentoring new hires as demand expands.

Qualifications

• 5+ years in a technical, customer-facing role such as technical support, technical account management, solutions, implementation, or support operations, ideally in B2B SaaS serving enterprise customers.
• Genuinely technical and integrations-savvy. You can debug API and authentication issues, reason about how systems connect, and tell a Decagon problem apart from an upstream one.
• A builder's instinct. You want to create processes, tooling, and the team, not just work a queue.
• Track record of ownership in high-stakes, fast-moving environments, staying calm and decisive during incidents and escalations with demanding enterprise customers.
• Excellent communication and judgment. You can explain a technical issue clearly to a frustrated stakeholder, know when to elevate, and follow through until the issue is fully resolved.
• Hands-on first and building the team second, with ambition to grow into the leader of the function.

Responsibilities

• Build the Support function: define coverage model, tooling, SLAs, runbooks, and processes that a world-class enterprise support team runs on, and own how it scales as Decagon grows.
• Stand up 24/7 support and incident escalation: build the always-on support and on-call coverage our customers can depend on at any hour, so every account gets a fast, expert response.
• Own resolution end to end: triage, resolve, and follow up on customer issues across the full customer base with speed and care, maintaining quality as volume grows.
• Go deep technically: personally resolve the hardest agent-configuration and integration issues, and become the person who understands Decagon's failure modes better than anyone.
• Turn firsthand knowledge into leverage: capture learnings into runbooks, macros, and playbooks that speed future hires.
• Hire and grow the team: recruit, onboard, and lead the support team as volume justifies it, evolving from individual contributor to leader.

Skills

Technical support

Customer-facing

API debugging

Systems thinking

Incident management

Communication

Hands-on builder

Education

Bachelor's degree in STEM

Tools

Zendesk

APIs

CRM

Job description

Decagon seeks a Founding Support Lead to own and scale the enterprise support function from day one. You will resolve issues across major accounts, build repeatable processes, and shape coverage, tooling, and SLAs. This is a bold, founder-level role with hands-on work and high ownership.

You will stand up 24/7 support, manage incidents, and drive an escalation path to engineering. Growth will come with building a team and mentoring new hires as demand expands.