We're looking for a Technical Support Manager to own and scale Runware's technical support function.
You'll define how support operates across all our product lines, including media generation APIs, Serverless, LLMs, and dedicated GPU capacity, and build the team, processes, and automation needed to deliver it.
You'll lead our existing support team, stay technically involved to help resolve complex issues, and serve as the main point of coordination with Engineering, Product, Sales, and Customer Success.
You'll report to the Head of Customer Business Operations.
What this person will do
- Own the support function end to end: define and implement the support model for each product line, including customer tiers, SLAs, coverage (including 24/7 for priority customers), and escalation paths.
- Build and scale the team: develop the hiring plan, recruit, onboard, and grow support engineers and team leads.
- Establish support as the first point of contact for technical inquiries from existing customers, newly onboarded customers, and prospects testing the platform, with clear handoffs to Sales and Customer Success.
- Reduce dependency on Engineering: take ownership of issues currently handled by Engineering, close knowledge, access, and tooling gaps, and increase the proportion of issues resolved within Support.
- Drive support automation: automate routing, triage, AI-assisted first responses, self-service, and workflows using Pylon and other relevant tools.
- Establish reporting and visibility: track ticket volumes, response and resolution times, escalations, recurring issues, and customer risks by product line and customer tier.
- Stay hands-on with complex investigations and incidents, providing technical guidance to the team and communicating clearly with customers when needed.
- Build and maintain the knowledge base, playbooks, and runbooks to enable the team to scale without relying on individual expertise.
