Remote Technical Support Engineering Leader, AI-Driven Ops

Expel; United States; On-site; USD 106,100 - 153,800; Full time

Benefits offered by this job

Unlimited PTO

Work location flexibility

Parental leave up to 24 weeks

Health benefits

Equity

Job summary

Expel seeks a senior leader to manage the TSE team, driving AI-driven automation and a redesigned operating model that eliminates repetitive work. You will hire, coach, and develop talent, keep SLOs green, and handle escalations while shaping a higher-impact support function.

You will partner with CS, Product, and Engineering to define meaningful metrics, lead improvements, and build a team that grows with Expel. This role emphasizes strategic leadership and people development.

Qualifications

• Experience leading technical support or customer engineering teams.
• Proven track record of improving how a function operates, not just keeping it running.
• Strong comfort with AI and automation in operational contexts.
• Enough security knowledge to credibly coach the team and engage on complex issues.
• Fundamentals of people management: 1:1s, feedback, performance development.

Responsibilities

• Oversee Expel's TSE team, including hiring, coaching, and developing people while keeping SLOs green and handling escalations.
• Lead the transformation of the function to eliminate uninteresting, repetitive work through automation and redesigned workflows.
• Define and track the metrics that matter and drive data-informed decisions across CS, Product, and Engineering.

Skills

Team leadership

AI/automation experience

Security operations knowledge

Process redesign

People management

Job description

Expel seeks a senior leader to manage the TSE team, driving AI-driven automation and a redesigned operating model that eliminates repetitive work. You will hire, coach, and develop talent, keep SLOs green, and handle escalations while shaping a higher-impact support function.

You will partner with CS, Product, and Engineering to define meaningful metrics, lead improvements, and build a team that grows with Expel. This role emphasizes strategic leadership and people development.