Manager, Support Engineering

Profound Technologies Inc.

Job Overview

Location

New York, New York

Job Type

Full-time

Full Job Description

📋 Description

• Build and lead Profound’s Support Engineering function from the ground up, including hiring, onboarding, and developing a global team of technical Support Engineers.
• Design and operate a 24/7 follow-the-sun support model with defined on-call rotations, paging policies, and regional handoff rituals.
• Manage workload distribution and team capacity as ticket volume and product complexity scale across global customers.
• End-to-end ownership of the escalation system: define severity matrices, response and resolution SLAs, pathways for code-level issues to Engineering, and customer communication playbooks for incidents.
• Own and drive improvement of core team metrics: first response time, time to resolution, SLA attainment, CSAT, backlog aging, and ticket deflection.
• Partner with Engineering and Product teams to translate customer feedback and recurring defects into actionable roadmap priorities and faster shipping of fixes.
• Collaborate with Customer Success and Account Management to standardize the technical support experience across Scale, Mid-Market, and Enterprise customer segments and ensure seamless handoffs from onboarding to steady-state support.
• Support pre-sales activities by answering technical questions, participating in security and compliance reviews, and scoping integrations for prospects evaluating Profound.
• Partner with Marketing to craft customer-facing communications during incidents, manage status page operations, and maintain the public knowledge base.
• Build and optimize the support tooling stack including ticketing systems, Slack-based support workflows, on-call paging tools, internal runbooks, and AI-assisted triage systems to scale faster than ticket volume.
• Develop deep technical expertise in Profound’s integration surface area — including Cloudflare, Vercel, AWS, and CMS platforms like WordPress, Sanity, and Contentful — and ensure the support team is the most technically fluent voice customers encounter.
• Serve as the final escalation point for the most complex customer issues and contribute hands-on when needed to resolve critical incidents.
• Champion the voice of the customer internally and represent Profound externally through written and verbal communication with senior technical buyers.
• Foster a culture of continuous improvement grounded in data, automation, and systems thinking — prioritizing deflection and contact-rate metrics alongside CSAT.
• Recruit, coach, and retain top technical talent across multiple global time zones in a fast-paced, high-iteration environment.
• Navigate ambiguity and operate effectively in a category-defining AI company where product and market dynamics evolve rapidly.

🎯 Requirements

• 5+ years of experience in technical support, support engineering, customer engineering, or related technical customer-facing roles
• At least 2 years managing and developing engineers in a technical support or customer engineering function
• Proven track record of building or rebuilding a support engineering function at a high-growth SaaS, developer tools, or AI company
• Hands-on technical ability to read logs, reproduce bugs, write queries, and debug integrations with Cloudflare, Vercel, AWS, or major CMS platforms
• Experience designing and operating 24/7 follow-the-sun support models with on-call rotations and severity-based escalation systems
• Demonstrated ability to recruit, coach, and retain technical talent across multiple geographies

🏖️ Benefits

• Base salary range of $150,000 to $220,000 (NYC)
• Equity compensation as part of total package
• Full range of benefits and perks (details shared during hiring process)
• Opportunity to work at the frontier of AI marketing with Fortune 500 clients and high-growth tech companies
• High-visibility role working directly with executives at leading brands
• Fast-paced, impact-driven environment with rapid iteration and category-defining innovation

Skills & Technologies

AWS

Onsite

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Profound Technologies Inc.

Visit Website

About Profound Technologies Inc.

Profound Technologies Inc. operates an AI-powered platform that connects businesses with vetted software development teams and engineers worldwide. The company uses machine-learning algorithms to match projects with the best-fit talent, handling sourcing, vetting, contracts, and payments so clients can accelerate product delivery. Founded in 2020 and headquartered in San Francisco, Profound serves startups and Fortune 500 companies across fintech, healthcare, and e-commerce, providing flexible staff augmentation and full project outsourcing while enabling remote engineers to access high-quality opportunities.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.