Remote Tech Support Manager - AI/ML Infra

Runware; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Generous paid time off

Stock options

Flexible hours

Family leave

Company retreats

Job summary

Runware is seeking a Technical Support Manager to own and scale its technical support function across API-first platforms, including media generation APIs, Serverless, LLMs, and GPU capacity. You will lead the current support team, stay technically involved, and coordinate with Engineering, Product, Sales, and Customer Success.

Reporting to the Head of Customer Business Operations, you’ll define the support model, build a scalable structure and drive automation.

Qualifications

• Multiple years leading technical support or support engineering teams.
• Strong technical depth in APIs, logs, metrics and distributed systems.
• Experience automating support operations and reducing escalations.
• Experience defining support tiers, SLAs, coverage models and KPIs.
• Comfort with ambiguity and building from scratch.

Responsibilities

• Own the support function end to end: define model for each product line, including tiers, SLAs, 24/7 coverage for priority customers, and escalation paths.
• Build and scale the team: hire, onboard and grow support engineers and team leads.
• Be the first contact for technical inquiries, with clear handoffs to Sales and Customer Success.
• Reduce dependency on Engineering by owning and resolving issues within Support.
• Drive support automation: routing, triage, AI-assisted first responses, self-service workflows.
• Establish reporting and visibility: track ticket volumes, response/resolve times, escalations, recurring issues, customer risks.
• Stay hands-on with investigations and incidents and guide the team.
• Build and maintain knowledge base, playbooks and runbooks for scaling.

Skills

Team leadership

APIs & logs

Automation of support

SLAs & escalation

Ambiguity tolerance

Tools

Pylon

Zendesk

Intercom

Jira

Datadog

Grafana

Postman

REST APIs

Notion

Job description

Runware is seeking a Technical Support Manager to own and scale its technical support function across API-first platforms, including media generation APIs, Serverless, LLMs, and GPU capacity. You will lead the current support team, stay technically involved, and coordinate with Engineering, Product, Sales, and Customer Success.

Reporting to the Head of Customer Business Operations, you’ll define the support model, build a scalable structure and drive automation.