Head of AI-First Support Engineering

present of AI; San Francisco (CA); Presencial; USD 180.000 - 230.000; Tempo integral

Resumo da vaga

Exa in San Francisco is seeking a Senior Technical Leader to build a developer-focused support function for our AI-driven search API. You will combine hands-on API debugging with strategic operations, setting SLAs, severity models, and round-the-clock coverage while guiding engineers across regions.

You will turn recurring ticket patterns into product fixes, manage escalation paths to engineering, and monitor account health to mitigate churn, all while advancing an AI-first support stack and

Qualificações

• Hands-on API debugging for customer integrations.
• Experience running technical support teams.
• Ability to turn recurring ticket patterns into product improvements.

Responsabilidades

• Debug customer integrations directly.
• Lead engineers across regions.
• Set up tooling, service levels, severity models and 24/7 coverage.
• Manage escalation paths to engineering.
• Monitor account health to catch churn risk.

Conhecimentos

API debugging

Support ops

Team leadership

AI scaling

Escalation & account health

Descrição da vaga

Exa in San Francisco is seeking a Senior Technical Leader to build a developer-focused support function for our AI-driven search API. You will combine hands-on API debugging with strategic operations, setting SLAs, severity models, and round-the-clock coverage while guiding engineers across regions.

You will turn recurring ticket patterns into product fixes, manage escalation paths to engineering, and monitor account health to mitigate churn, all while advancing an AI-first support stack and