Head of 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

Customer & Solutions · San Francisco, California · FullTime · Senior level

This role asks for a hands on technical leader who can build a support function from the ground up for a developer facing search API. A strong candidate combines real programming ability with years of running technical support or customer engineering teams, including setting up tooling, service levels, severity models and round the clock coverage. The person must debug customer integrations directly, lead engineers across regions, and turn recurring ticket patterns into product fixes.

How it fits the AI era

AI already handles the first line of support here, so the work shifts toward deciding what the AI resolves, what reaches a human, and steadily raising the share handled without a person. The human side stays technical and relational: hard integration problems, escalation paths to engineering, and watching account health to catch churn risk early. Judgment about automation quality and clear communication under pressure remain central.

How it builds AI experience

The role offers direct experience running an AI first support stack, tuning which tickets an AI resolves, and measuring resolution rates. Building with LLMs, retrieval or agents would help, since the company builds a search engine and API for AI models and agents. Candidates can strengthen this by showing prior use of automation to scale support without losing quality.

Worth showing

• Hands on API debugging
• Support ops from scratch
• Leading technical support teams
• AI and automation scaling
• Escalation and account health

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Exa

Exa is an applied AI lab that builds a search engine and API for AI models and agents, per the company.