Technical Support Manager / Founding Support Lead — Runware | joboostr

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Technical Support Manager / Founding Support Lead — Runware | joboostr

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Technical Support Manager / Founding Support Lead

Runware

Remote·Dnes

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O pozici

We’re looking for a Technical Support Manager / Founding Support Lead to own technical support for developers and product teams using Runware’s AI inference platform. This role focuses on diagnosing and resolving technical issues, supporting API integrations, and acting as a key escalation point between customers, engineering, and upstream providers. The role is critical to maintaining platform reliability, customer trust, and a high-quality support experience at scale. In addition to hands-on technical support responsibilities, this person will play a key role in helping build and scale Runware’s support function. This role is ideal for someone who enjoys building systems and teams from scratch. Initially, the role will be highly hands-on, focused on customer support, technical investigations, and establishing scalable support processes. As the function grows, you will have the opportunity to help build and lead the support team.

Co budeš dělat

Act as the primary technical escalation point for customer issues related to APIs, platform behavior, reliability, and performance.
Investigate logs, metrics, traces, and customer reports to identify root causes and drive resolutions.
Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and improve customer experience.
Communicate clearly with customers during incidents, escalations, and technical investigations.
Create and improve support documentation, troubleshooting guides, playbooks, and knowledge base content.
Identify recurring issues and drive improvements to tooling, processes, automation, and customer self-service.
Help establish support processes, escalation workflows, KPIs, and operational standards.
Contribute to hiring, onboarding, mentoring, and future growth of the support team.

Dovednosti:API integrationslogsmetricstracestechnical investigationssupport documentationtroubleshooting guidesescalation workflows

Plný úvazekSeniorRemote