Own and scale Runware’s technical support function across APIs, serverless, LLM, and GPU products. Define support tiers, SLAs, coverage, escalation paths, KPIs, and automation; recruit and develop support engineers; reduce Engineering escalations; and build knowledge bases, playbooks, and runbooks. The manager will remain hands-on with complex technical investigations, incidents, and customer communication while coordinating closely with Engineering, Product, Sales, and Customer Success.
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.
Requirements
- Several years of experience leading technical support or support engineering teams at an API-first, developer tools, cloud, or infrastructure company, including experience building or scaling a support function rather than only managing an established one.
- Strong technical depth in APIs, logs, metrics, and distributed systems, with the ability to read code and investigate complex technical issues independently.
- Proven experience automating support operations and reducing escalations to Engineering.
- Experience defining support tiers, SLAs, coverage models, and support KPIs.
- Comfort with ambiguity and building from scratch, with a proactive, hands-on approach to solving problems.
- Experience supporting AI/ML inference, GPU infrastructure, or serverless compute products.
- Hands-on experience with AI-assisted support tooling and automation.
- Support platforms: Pylon, Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar.
- Monitoring & debugging: Datadog, Grafana, logs, metrics, tracing, dashboards.
- APIs & developer tools: Postman, REST APIs, JSON, HTTP status codes.
- Documentation: Notion, Confluence, GitHub Docs.
Europe time zone preferred, with sufficient overlap across US and Asia hours to coordinate support coverage.
Benefits
We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.
Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.
- Generous paid time off – vacation, sick days, public holidays
- Meaningful stock options – share in the upside you create
- Flexible hours – own your schedule outside core collaboration blocks
- Family leave – paid maternity, paternity, and caregiver time
- Company retreats – twice-yearly gatherings in inspiring locations
Runware London, England Office
London, United Kingdom
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