Head of Support Engineering
The Role
Build the support function from scratch: stand up L0 (docs), L1 (AI & automations), and define the routing, SLAs, and escalation paths up to FDE (L3) and Engineering (L4).
Own L2 support: be the human escalation point for real technical issues - Okta/SSO not working, tools not getting called correctly by the LLM, gateway and user-source configuration, auth edge cases.
Grow and lead the team. Use your experience to scale a world-class support org that customers rave about and sets the technical bar for what a support organization looks like.
Automate aggressively so support does not need to scale with customer count.
An AI-first approach is central to how you'll work.
Partner with FDE: take over as primary customer contact after first deployment so FDE can move to the next customer; over time, absorb "standard" onboarding and cluster setup - especially for marketplace (AWS/Azure) deployments to make that experience seamless.
Close the loop with Product and Engineering: turn recurring tickets and friction into prioritization signal and product fixes.
Required Skills
- You've built or led a support team for a technical, B2B product.
- Strong technical fluency in infrastructure and auth - OAuth, SSO/SAML, APIs and tool-calling, cloud deployment concepts. You can debug alongside a customer, not just triage.
- A player-coach mindset: energized by doing hands-on support with customers and building the process behind it.
- Track record designing SLAs, ticket routing, and escalation in a way that balances customer empathy with business reality.
- Background in developer, infrastructure, or auth products, and the MCP/AI-agents ecosystem.
- AI-pilled: you reach for AI and automation to move fast and keep the customer experience quick.
Bonus Points
- Experience supporting self-hosted enterprise customers.
- Hands-on with modern support tooling like Pylon.
- Experience with cloud marketplace deployments (AWS/Azure).