Head of AI-First Technical Support

ResolveAi; San Francisco (CA); Vor Ort; USD 180.000 - 260.000; Vollzeit

Zusammenfassung

Resolve AI is seeking its Head of Technical Support to design and scale a 24x7, AI-first global support function. You will own the support model, tooling, and team, delivering reliable responses and escalation paths for production systems.

You will run cases end-to-end, work closely with Engineering and Deployment, and drive metrics like AI resolution rate and CSAT, while maintaining clear customer communication during incidents and ensuring on-time resolutions.

Qualifikationen

• 8+ years in technical support or SRE/production roles; 3+ years leading a team.
• Experience building a support function from early stage: define SLAs, tooling, and 24x7 coverage.
• Hands-on production infra depth: AWS, Kubernetes, networking, SSO/SAML, observability tools.
• Active use of AI agents and coding tools for automation of support/workflows.
• Track record handling high-severity incidents calmly and clearly with engineers & execs.
• Experience partnering with Engineering, Sales, and post-sales for account health.
• Data-driven: define metrics, build reporting, drive staffing/product decisions.
• Strong ownership; thrives in ambiguity and builds playbook as they run it.

Aufgaben

• Design and launch the 24x7 global support operating model.
• Build an AI-first support experience with automation and self-service.
• Own cases end-to-end; triage, diagnose, and resolve across infra and services.
• Ensure clear ownership, documented impact, and customer updates during incidents.
• Collaborate with Engineering to triage defects and provide evidence for fixes.
• Partner with account teams and flag renewal risks based on trends.
• Define and report on key support metrics and backlog health.
• Build and lead a distributed support team as volume grows.

Kenntnisse

Technical support experience

Leadership experience

Incident management

AI tooling experience

Data-driven decision making

Ownership and initiative

Cross-functional collaboration

Tools

Datadog

Grafana

Prometheus

Splunk

OpenTelemetry

AWS

Kubernetes

Jobbeschreibung

Resolve AI is seeking its Head of Technical Support to design and scale a 24x7, AI-first global support function. You will own the support model, tooling, and team, delivering reliable responses and escalation paths for production systems.

You will run cases end-to-end, work closely with Engineering and Deployment, and drive metrics like AI resolution rate and CSAT, while maintaining clear customer communication during incidents and ensuring on-time resolutions.