Manager, Support Engineering

As the Manager, Support Engineering, you’ll build and lead the team that keeps Profound running for our customers — from the first ticket of the day in London to the last incident page in San Francisco. You’ll hire the founding cohort of Support Engineers, design our follow-the-sun coverage model, and own the escalation systems that connect the front lines to Product and Engineering. This is a 0-to-1 build: you’ll set the standard for what “best in class” support looks like in the AI search category and partner closely with leaders across Customer Success, Engineering, Product, Sales, and Marketing to ensure every Profound customer — from Scale to Enterprise — gets answers that are fast, technical, and correct. What you’ll do Stand up Profound’s Support Engineering function from the ground up — hire, onboard, and develop a global team of technical Support Engineers Design and operate a 24/7 follow-the-sun coverage model, with clear on-call rotations, paging policies, and handoff rituals between regions Manage workload distribution and capacity as ticket volume and product complexity grow Build the escalation system end-to-end: severity matrices, response and resolution SLAs, paths into Engineering for code-level issues, and customer communication playbooks for incidents Own the team’s core metrics — first response time, time to resolution, SLA attainment, CSAT, backlog aging, and ticket deflection — and drive a culture of continuous improvement against them Partner with Engineering and Product to feed signal from the field into roadmap priorities, identify recurring defects, and shorten the loop between customer pain and shipped fixes Collaborate with Customer Success and Account Management to define the technical support experience across Scale, Mid-Market, and Enterprise segments and to ensure clean handoffs from onboarding to steady-state support Work with Sales and Solutions to support pre‑sales technical questions, security and compliance reviews, and integration scoping for prospects evaluating Profound Partner with Marketing on customer‑facing communications during incidents, status page operations, and the public knowledge base Build the tooling stack – ticketing, Slack‑based support, on‑call paging, internal runbooks, and AI‑assisted triage – that lets the team scale faster than ticket volume Develop deep expertise in Profound’s integrations surface area (Cloudflare, Vercel, AWS, CMSs like WordPress, Sanity, and Contentful, and the broader AI search ecosystem) and ensure your team is the most technically fluent voice the customer hears Serve as the escalation point of last resort for the most complex customer situations – and as a hands‑on contributor when the moment calls for it Champion the voice of the customer internally and the voice of Profound externally, in writing and on calls with senior technical buyers Who you are 5 or more years of experience in technical support, support engineering, customer engineering, or related technical customer‑facing functions, with at least 2 years directly managing and developing engineers Proven track record of building or rebuilding a support engineering function at a high‑growth SaaS, developer tools, or AI company – ideally one you’ve taken from early stage to scaled operations Hands‑on technical depth: comfortable reading logs, reproducing bugs, writing queries, and debugging integrations with platforms like Cloudflare, Vercel, and the major CMSs Operator’s instinct for designing and running 24/7 coverage, on‑call rotations, and severity‑based escalation systems that hold up under enterprise scrutiny Strong systems thinker who has built support out of code, automation, and AI – not just headcount – and who measures the team on contact‑rate and deflection alongside CSAT Excellent written and verbal communicator, with the executive presence to handle escalations with technical buyers at the world’s largest brands Data‑driven leader fluent in SLA dashboards, ticket analytics, and incident postmortems, and equally comfortable translating those signals into roadmap conversations with Product and Engineering Demonstrated ability to recruit, coach, and retain top technical talent across multiple geographies Comfortable navigating ambiguity and shipping in a fast‑paced, high‑iteration environment where the category itself is still being defined Experience in AI, developer tools, infrastructure, or marketing technology is a strong plus Location This is an on‑site role based in our NYC office, designed for builders who thrive on speed, iteration, and meaningful impact. For this role, the expected base salary range is $150,000 to $220,000 (NYC). Profound’s total compensation package is designed to be competitive and includes base salary, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location and will be determined during the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring. Note: All official communication from Profound will come from a @tryprofound.com email address. If you’re contacted by anyone using a different domain, please disregard and report it as spam. #J-18808-Ljbffr Profound