Founding Enterprise Support Lead

Precision Labs

San Francisco, Northern (CA, KY)

Hybrid

USD 144,000 - 180,000

Full time

14 days+

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life Insurance

Disability Benefits

Retirement Plan

Parental Leave

Fertility benefits

Wellness stipend

Office lunches

Flexible vacation policy

Job summary

Decagon is building a premier enterprise support function for its AI agent platform. As Founding Support Lead, you own the function end to end, resolving issues personally at first and then creating scalable processes, runbooks, and SLAs that keep our largest customers happy around the clock.

You will hire and grow the team, design escalation paths, and partner with Product and Engineering to reduce friction.

Qualifications

5+ years in a technical, customer‑facing role such as technical support, technical account management, solutions, implementation, or support operations in B2B SaaS.
Genuinely technical and integrations‑savvy; can debug API/auth issues and reason about how systems connect.
Builder mentality with ownership in high‑stakes, fast‑moving environments.

Responsibilities

Build the Support function: define the coverage model, tooling, SLAs, runbooks, and processes for a world‑class enterprise team.
Stand up 24/7 support and incident escalation for large accounts.
Own resolution end to end: triage, resolve, and follow up across the full customer base.
Go deep technically: resolve the hardest agent‑configuration and integration issues.
Turn firsthand knowledge into leverage: create runbooks and playbooks for faster future hires.
Hire and grow the team: recruit, onboard, and lead the support function.
Make support a growth lever: be the trusted first contact for forward‑deployed teams.
Feed frontline feedback into product to improve reliability and self‑serve capabilities.