Head of AI-First Support Engineering

EXA AI; San Francisco (CA); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Premium healthcare benefits (medical, 

fertility benefits

Monthly wellness stipend

Job summary

Exa is hiring a technical leader to build and run the 24/7 Support function for all customers worldwide. You will lead a team of Support Engineers, own the Pylon setup, and determine which tickets are AI-resolved vs.

human-assisted, while driving improvements in response times, CSAT, and account health. You will own escalation paths to Engineering, collaborate with Account teams, and turn support patterns into actionable product feedback to accelerate fixes and churn reduction.

Qualifications

• Several years of hands-on programming experience, capable of debugging APIs and customer integrations.
• 5+ years in technical support, support engineering, SRE or customer engineering, including 2+ years leading a technical support team.
• Experience building support operations from scratch: tooling, SLAs, severity models, escalation paths and 24/7 coverage.
• Strong judgement on automation and AI: you've used AI or automation to scale a support function 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, follow-the-sun coverage
• Build the support system: own our Pylon setup, ticket and SLA tracking, severity levels, automations and the end-of-shift handoffs, so the function runs as efficiently as possible
• Make the AI first line work: decide which tickets the AI resolves and which reach a human, and keep improving the share it resolves without a person
• Own escalations to Engineering: a clear path with full context, and customer follow-up owned by Support until resolution
• Own escalation management: monitor account health across regions, flag every contraction or churn risk to the account team and leadership with requested actions and owners, and follow it until resolved. Escalation management is a duty of your Support Engineers; add dedicated people only if the load requires it
• Partner with the account team (AEs, account managers, FDEs) on at-risk and strategic accounts
• Turn ticket patterns into product feedback, and drive fixes with Product and Engineering
• Report on support health: response and resolution times, customer satisfaction, AI resolution rate, and churn and contraction avoided

Skills

Programming

Technical leadership

API debugging

Automation/AI in support

Customer communication

Tools

Pylon

Ticketing systems

SLAs

LLMs / AI tooling

Job description

Exa is hiring a technical leader to build and run the 24/7 Support function for all customers worldwide. You will lead a team of Support Engineers, own the Pylon setup, and determine which tickets are AI-resolved vs.

human-assisted, while driving improvements in response times, CSAT, and account health. You will own escalation paths to Engineering, collaborate with Account teams, and turn support patterns into actionable product feedback to accelerate fixes and churn reduction.