Founding Support Lead (AI)

TL;DR

Founding Support Lead (AI): Building and scaling the enterprise technical support function for a conversational AI platform with an accent on incident response, SLA definition, and technical triage. Focus on designing 24/7 coverage models, resolving complex API/integration issues, and establishing escalation paths between customers and engineering.

Location: Must be based in San Francisco (In-office company)

Salary: $144,000 – $180,000 + Equity

Company

Decagon is a leading conversational AI platform empowering enterprise brands to deploy AI agents for personalized customer experiences across multiple channels.

What you will do

• Establish the support function from scratch, including coverage models, tooling, SLAs, and runbooks.
• Build and manage 24/7 support and incident escalation frameworks for high-stakes enterprise accounts.
• Directly triage and resolve complex agent-configuration and integration issues.
• Translate frontline knowledge into scalable documentation, macros, and playbooks.
• Recruit, onboard, and lead the support team as the company grows.
• Collaborate with Product and Engineering teams to resolve recurring issues and improve platform reliability.

Requirements

• 5+ years in a technical, customer-facing role (Technical Support, TAM, Solutions) within B2B SaaS.
• Ability to debug APIs, authentication issues (tokens, webhooks), and analyze system integrations.
• Proven track record of ownership in fast-moving environments with demanding enterprise customers.
• Must be located in San Francisco for onsite work.
• Comfort starting as an individual contributor before transitioning into a leadership role.

Nice to have

• Experience standing up or scaling a technical support function at an early-stage startup.
• Familiarity with agentic AI or conversational AI deployments in large organizations.
• Hands-on experience with ERPs, CRMs, and ticketing system integrations.
• Bachelor's degree in a STEM field or equivalent technical experience.

Culture & Benefits

• "Take what you need" flexible vacation policy.
• Comprehensive Medical, Dental, and Vision insurance for employees and families.
• 401K retirement plan and life/disability insurance.
• Parental leave and fertility benefits via Carrot.
• Daily lunches and snacks provided in the office.