Head of AI-First Technical Support

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

Job summary

Resolve AI is seeking its Head of Technical Support to design and launch a 24x7 global, AI-first support function. You will build tooling, set service commitments, and run cases end-to-end while hiring and scaling the team.

You will own incident response across cloud, Kubernetes, and integrations, while collaborating with the Engineering and accounts teams to drive customer outcomes and reduce renewal risk.

Qualifications

• 8+ years in technical support or SRE roles with 3+ years leading a team.
• Experience building a support function for a developer/infrastructure product.
• Hands-on depth in production infra: AWS, Kubernetes, networking, observability.
• Active user of AI agents and coding tools for automation.
• Track record handling high-severity incidents and communicating with executives.

Responsibilities

• Design and launch the 24x7 global support operating model with SLAs and on-call rotations.
• Build an AI-first support experience and measure AI-assisted resolution share.
• Own cases end-to-end in early days, triaging and diagnosing across environments.
• Ensure each case has owner, impact, investigation, and clear resolution.
• Collaborate with Engineering to triage defects and provide evidence for fixes.
• Partner with account teams to flag adoption/renewal risk and provide context.
• Define and report on critical metrics like SLA attainment, CSAT, and backlog.
• Hire and lead regional support engineers as volume grows.

Skills

Leadership

Incident management

AI-assisted support

Cloud infrastructure

Observability tools

Tools

AWS

Kubernetes

Datadog

Grafana

Prometheus

Splunk

OpenTelemetry

SSO/SAML

Job description

Resolve AI is seeking its Head of Technical Support to design and launch a 24x7 global, AI-first support function. You will build tooling, set service commitments, and run cases end-to-end while hiring and scaling the team.

You will own incident response across cloud, Kubernetes, and integrations, while collaborating with the Engineering and accounts teams to drive customer outcomes and reduce renewal risk.