Founding Tech Support Lead - Direct-to-Expert AI Ops

Crux AI; Palo Alto (CA); On-site; USD 190,000 - 270,000; Full time

Benefits offered by this job

Health coverage

Dental & Vision

401(k) match

Hybrid work

Life insurance

Disability insurance

Job summary

Crux AI is seeking a founding Technical Support Lead (Senior Staff Engineer) in Palo Alto, CA to establish and own our company-wide customer technical support posture, case management architecture, and support technology stack from zero.

Reporting to the CTO, you will bridge enterprise customers with backend engineering, own the support doctrine, and drive end-to-end issue resolution with a Direct-to-Expert model.

Qualifications

• 12+ years in technical support, TAC, or customer-facing infrastructure/SRE operations.
• 6+ years managing technical support engineering teams and leaders.
• Hands-on hyperscale triage depth across large compute/cloud environments.

Responsibilities

• Define Direct-to-Expert case architecture and ownership model.
• Provide Proactive TAM onboarding guidance for strategic enterprise accounts.
• Connect ticket analytics and postmortems to product and engineering.
• Own customer status communications and support stack during degradations.
• Build and scale 24x7 technical support operations.
• Embed AI-agentic first support with automated diagnostics.
• Ensure SLA alignment and executive reporting with cross-functional teams.

Skills

Technical leadership

Customer-facing ops

Hyperscale triage

SRE/Infra operations

Hands-on troubleshooting

AI-agentic support

Tools

Incident management tools

Job description

Crux AI is seeking a founding Technical Support Lead (Senior Staff Engineer) in Palo Alto, CA to establish and own our company-wide customer technical support posture, case management architecture, and support technology stack from zero.

Reporting to the CTO, you will bridge enterprise customers with backend engineering, own the support doctrine, and drive end-to-end issue resolution with a Direct-to-Expert model.