Head of Technical Support

Founding Head of Technical Support

$250,000 - $300,000 + Bonus + Equity + Benefits + 401(k)

San Francisco, CA - Onsite (5 days/week)

Are you a systems-driven technical support leader who thrives in fast-moving startup environments, is looking to make a huge impact, and enjoys building support organisations and processes from the ground up?

This is an opportunity to join a rapidly growing AI startup building the foundational layer for enterprise LLM deployment. Already post-Series A, and with strong traction across Fortune 500 companies including NASA, Adobe, Netflix, Stripe, and Nvidia, the team is scaling fast and needs someone to own the support function end to end.

You'll be joining a lean, world-class team backed by leading investors with 36,000+ GitHub stars and a growing enterprise customer base that runs mission-critical AI workloads through the platform. Reporting directly to the CTO, you'll build the support layers, processes, and accountability systems that match the criticality of what customers depend on, and drive escalations to zero.

This is a rare opportunity to join a profitable, high-growth AI startup at an inflection point - with significant equity, high autonomy, and the ability to make an immediate and lasting impact on how the world's largest companies experience AI infrastructure support.

The Role

• Own the support function end to end - build the processes, SLAs, and escalation layers that keep every customer thread owned, tracked, and resolved
• Define and enforce SLAs across every channel including Slack Connect, email, and Zendesk (every thread has an owner, an ETA, and a clear next step at all times)
• Build a weekly support metrics review covering response time, resolution time, escalation rate, ticket aging, and NPS by account
• Hold engineering accountable for customer-reported bugs by building the system that closes the loop weekly with clear owners and ETAs
• Diagnose whether escalations are systemic product issues, team capacity gaps, or process failures, using a data-driven approach
• Own your own hiring through making the call on when to add support engineers, managers, or tooling, and run processes yourself

The Person

• Background in developer-facing or infrastructure products, and familiarity with Zendesk, Linear, and Slack Connect
• Proven experience building and scaling support organisations from the ground up
• Systems-driven (you design the system that closes tickets without you, not just close tickets yourself)
• Comfortable evaluating team performance with data - headcount decisions are metrics-driven, not instinct-driven
• Customer-credible (you've held the line on Fortune 500 escalations without overcommitting on timelines)
• Comfortable with ambiguity and speed - you'll rebuild the system you built in month one by month three
• Happy to work on-site in San Francisco five days a week

Rise Technical Recruitment Inc of 1011 Centre Rd, Suite 322, Wilmington, DE 19805 act as an employer-paid private personnel agency.

The salary advertised is the bracket available for this position. The actual salary paid will be dependent on your level of experience, qualifications and skill set and will be decided by our client, the employer. Rise are not responsible or liable for any hiring decisions made by the end client.

We are an equal opportunities company and welcome applications from all suitable candidates.