Head of Technical Support

About the role

As the first Head of Technical Support at Resolve AI, you will build a 24x7 global support function that is AI‑first by design. You will design the support model, set service commitments, choose tooling, handle cases yourself initially, and scale the team as the company grows.

Key responsibilities

• Design and launch a 24x7 support operating model with severity levels, SLAs, escalation paths, on‑call rotations and follow‑the‑sun handoffs.
• Build an AI‑first support experience using Resolve and other AI agents to triage, diagnose and resolve cases, increasing the share of automated resolutions.
• Own cases end‑to‑end in the early stage, gathering diagnostics, troubleshooting across cloud, Kubernetes and integrations, and communicating clearly with customers.
• Partner with engineering to separate configuration issues from product defects, raise well‑evidenced tickets, and ensure timely fixes.
• Define and report on metrics such as response times, SLA attainment, AI resolution rate, backlog health and CSAT.
• Recruit, onboard and lead a global team of support engineers as volume grows.

Required profile

• 8+ years in technical support, support engineering, SRE or production engineering, with at least 3 years leading a support function for developer, infrastructure, observability or B2B SaaS products.
• Hands‑on experience with production infrastructure: AWS, Kubernetes, networking, SSO/SAML and observability tools (Datadog, Grafana, Prometheus, Splunk, OpenTelemetry).
• Proven ability to handle high‑severity incidents calmly, communicate with engineers and executives, and work closely with product engineering.
• Data‑driven mindset: define support metrics, build reporting and use insights to drive staffing and product improvements.

Required skills

• AWS
• Kubernetes
• Networking and authentication protocols (SSO, SAML)
• Observability tools (Datadog, Grafana, Prometheus, Splunk, OpenTelemetry)
• Python, TypeScript, Go (for automation)
• AI agents and coding tools (Claude Code, Codex, Cursor)