Technical Support Manager

The role owns the whole technical support function for an API and GPU infrastructure platform, setting up support models, tiers, and escalation paths across several product lines. A strong candidate has led support or support engineering teams at a developer tools or cloud company and has built or scaled a function rather than only run an existing one. They also need real technical depth in APIs, logs, and distributed systems, enough to dig into hard issues and read code, plus a hands on habit of automating work and cutting escalations to Engineering.

Much of the routine side of support, such as routing, triage, and first responses, is moving toward automation and AI assistance, and this role is expected to drive that shift. What stays human is judgment on complex incidents, technical investigation, and clear communication with customers and internal teams. The manager also has to decide where automation helps and where a person must step in.

Working here means supporting AI inference and GPU capacity products, so the person gains direct exposure to how machine learning workloads run and fail. The posting also points to AI assisted support tooling, which offers a chance to build practical skill in applying automation to real ticket flows. Someone aiming for this role could strengthen that by getting hands on with support automation tools and learning how inference and serverless systems behave under load.

• Built a support function
• API and log debugging
• Automated support operations
• Defined SLAs and tiers

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

High-performance inference platform providing serverless and dedicated GPU infrastructure across thousands of machine learning models.