TL;DR

Head of Technical Support (AI): Building and scaling a global technical support organization with an accent on AI automation, enterprise support, and knowledge management. Focus on architecting support systems, defining operational loops, and growing a high-performance, globally distributed team.

Location: Remote (Global coverage across US, EU, and APAC)

Salary: $180,000 – $220,000

Company

%hirify_global% provides an agent engineering platform and open-source frameworks for developers to build and ship reliable intelligent agents fast.

What you will do

Build and scale a high-performance global support organization, including rigorous hiring and onboarding.
Architect and own support systems, tooling, and AI automation for L1 deflection.
Establish knowledge management as a core practice, ensuring every case improves the system.
Scale enterprise-standard and premium support delivery with distinct SLAs and escalation paths.
Own and refine escalation pathways, significantly reducing non-bug, non-feature-request escalations to Engineering.
Lead, foster a culture of rigor, clarity, and ownership, and define clear career paths for Support Engineering.

Requirements

Systems thinker with a track record of architecting or scaling complex technical support or technical operations organizations.
5+ years in deeply technical, customer-facing roles (Support Engineering, Developer Support, Solutions Engineering, SRE, or similar).
2+ years leading technical teams with global coverage.
Strong technical depth across Developer-focused products, Cloud/infra, and familiarity with Observability tooling and distributed system debugging.
Exceptional written and verbal communication.
Demonstrated experience in recruiting and onboarding top technical talent, designing scalable support processes and metrics, and running enterprise support SLAs and incident response.

Nice to have

Experience with open-source ecosystems, developer tools, or AI/ML products.
Thrives in early-stage environments: ambiguity, speed, and building core systems from scratch.

Culture & Benefits

Building Support where agents handle the majority of L1, humans focus on L2/L3, and the system gets smarter with every case.
Set the culture, standards, processes, and ladders for a durable, globally distributed support organization.
Model a player-coach mindset, willing to dive into investigations and on-call shifts.
Generous equity and full benefits aligned with a fast-growing, high-impact early-stage company.