Founding Technical Support Architect

Crux, Inc.; Palo Alto, Northern (CA, KY); Hybrid; USD 180,000 - 280,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Life insurance

Disability insurance

401(k) with match

Hybrid work schedule

Remote workday

Job summary

Crux AI, a Palo Alto-based AI infrastructure company, seeks a founding Technical Support Lead to establish and own the customer technical support posture, case management, and the tech stack from zero. You will report to the CTO and bridge enterprise customers with backend engineering, building a Direct-to-Expert model with 24x7 coverage.

You will triage complex issues, create runbooks, and scale the team while embedding AI-driven diagnostics and SLA-aligned communications.

Qualifications

• 12+ years in technical support, TAC, or customer-facing infrastructure for large-scale compute/cloud.
• 6+ years managing technical support engineering teams and leaders.
• Experience building direct-to-expert support models.
• Hands-on leadership with triage, runbooks, and scalable teams.

Responsibilities

• Define Direct-to-Expert Case Architecture and escalation model.
• Onboard and manage proactive TAM for enterprise accounts.
• Connect ticket analytics to product and engineering for fixes.
• Own customer status communications and support stack.
• Build and scale 24x7 support operations.
• Embed AI-agentic first support across triage and diagnostics.
• Align SLAs and report customer health to executives.

Skills

12+ Years Experience

Direct-to-Expert Leadership

Senior Technical Leadership

TAC/Customer-Facing Infra

Hyperscale Triage

Tools

Ticketing Systems

Job description

Crux AI, a Palo Alto-based AI infrastructure company, seeks a founding Technical Support Lead to establish and own the customer technical support posture, case management, and the tech stack from zero. You will report to the CTO and bridge enterprise customers with backend engineering, building a Direct-to-Expert model with 24x7 coverage.

You will triage complex issues, create runbooks, and scale the team while embedding AI-driven diagnostics and SLA-aligned communications.