Head of AI-First Support Engineering

Exa

San Francisco (CA)

On-site

USD 180,000 - 240,000

Full time

8 days ago

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Benefits offered by this job

Healthcare benefits

Fertility benefits

Wellness stipend

Job summary

Exa in San Francisco is seeking a technical leader to build and lead the Support organization. You will oversee 24/7, global coverage, and manage escalation paths from AI-first front lines to engineering.

You will own the support system, automate workflows, and partner with Account, Product, and Engineering to improve reliability and customer outcomes. This role demands hands-on coding, channeling customer feedback into product improvements.

Qualifications

Hands-on programming experience at the level of the Support Engineers you hire.
5+ years in technical support, including 2+ years leading a technical support team.
Experience building support operations from scratch: tooling, SLAs, escalation paths, 24/7 coverage.
Strong judgment on automation and AI to scale support without lowering quality.
Clear communication with customers, engineers and executives, especially under pressure.

Responsibilities

Build the Support team: hire, onboard and lead Support Engineers across regions for 24/7 coverage.
Own the support system: Pylon setup, ticket/SLA tracking, severity levels, automations, handoffs.
Make the AI first line work: determine which tickets AI resolves and which require human review.
Own escalations to Engineering: ensure full context and customer follow-up until resolution.
Monitor account health and flag contractions or churn risk to account team and leadership.
Partner with the account team on at-risk and strategic accounts.
Turn ticket patterns into product feedback and drive fixes with Product/Engineering.
Report on support health: response/resolution times, CSAT, AI resolution rate, churn avoided.