Technical Support Manager

Runware; United States; Remoto; USD 120.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Generous paid time off

Stock options

Flexible hours

Family leave

Company retreats

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Team leadership

APIs & logs

Automation of support

SLAs & escalation

Ambiguity tolerance

Strumenti

Pylon

Zendesk

Intercom

Jira

Datadog

Grafana

Postman

REST APIs

Notion

Descrizione del lavoro

We're looking for a Technical Support Manager to own and scale Runware's technical support function.

You'll define how support operates across all our product lines, including media generation APIs, Serverless, LLMs, and dedicated GPU capacity, and build the team, processes, and automation needed to deliver it.

You'll lead our existing support team, stay technically involved to help resolve complex issues, and serve as the main point of coordination with Engineering, Product, Sales, and Customer Success.

You'll report to the Head of Customer Business Operations.

What this person will do

• Own the support function end to end: define and implement the support model for each product line, including customer tiers, SLAs, coverage (including 24/7 for priority customers), and escalation paths.
• Build and scale the team: develop the hiring plan, recruit, onboard, and grow support engineers and team leads.
• Establish support as the first point of contact for technical inquiries from existing customers, newly onboarded customers, and prospects testing the platform, with clear handoffs to Sales and Customer Success.
• Reduce dependency on Engineering: take ownership of issues currently handled by Engineering, close knowledge, access, and tooling gaps, and increase the proportion of issues resolved within Support.
• Drive support automation: automate routing, triage, AI-assisted first responses, self-service, and workflows using Pylon and other relevant tools.
• Establish reporting and visibility: track ticket volumes, response and resolution times, escalations, recurring issues, and customer risks by product line and customer tier.
• Stay hands-on with complex investigations and incidents, providing technical guidance to the team and communicating clearly with customers when needed.
• Build and maintain the knowledge base, playbooks, and runbooks to enable the team to scale without relying on individual expertise.

• Several years of experience leading technical support or support engineering teams at an API-first, developer tools, cloud, or infrastructure company, including experience building or scaling a support function rather than only managing an established one.
• Strong technical depth in APIs, logs, metrics, and distributed systems, with the ability to read code and investigate complex technical issues independently.
• Proven experience automating support operations and reducing escalations to Engineering.
• Experience defining support tiers, SLAs, coverage models, and support KPIs.
• Comfort with ambiguity and building from scratch, with a proactive, hands-on approach to solving problems.

Strong differentiators

• Experience supporting AI/ML inference, GPU infrastructure, or serverless compute products.
• Hands-on experience with AI-assisted support tooling and automation.

Tools & systems exposure:

• Support platforms: Pylon, Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar.
• Monitoring & debugging: Datadog, Grafana, logs, metrics, tracing, dashboards.
• APIs & developer tools: Postman, REST APIs, JSON, HTTP status codes.
• Documentation: Notion, Confluence, GitHub Docs.

Time zone & location guidance

Europe time zone preferred, with sufficient overlap across US and Asia hours to coordinate support coverage.

We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.

Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.

• Generous paid time off– vacation, sick days, public holidays
• Meaningful stock options– share in the upside you create
• Flexible hours– own your schedule outside core collaboration blocks
• Family leave– paid maternity, paternity, and caregiver time
• Company retreats– twice-yearly gatherings in inspiring locations