Technical Support Manager

Job not on LinkedIn

🔥 12 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Runware

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

🔌 API

📱 Media

Artificial Intelligence • API • Media

Runware is a flexible generative AI platform that specializes in high-quality media creation for images and videos through an affordable and fast API. It is capable of advanced tasks such as image generation, video inference, upscaling, and background removal, making it an essential tool for developers seeking to enhance their projects with AI technology. Powered by a custom Sonic Inference Engine™ and renewable energy, Runware ensures quick and efficient media generation without requiring complex infrastructure or machine learning expertise.

📋 Description

• Own and define the technical support function across media generation APIs, Serverless, LLMs, and dedicated GPU capacity • Define and implement support models, customer tiers, SLAs, coverage, and escalation paths • Build and scale the support team through hiring, recruitment, onboarding, and team development • Establish Support as the first point of contact for technical inquiries from customers and prospects • Coordinate handoffs with Sales and Customer Success • Reduce dependency on Engineering by closing knowledge, access, and tooling gaps • Increase the proportion of issues resolved within Support • Automate routing, triage, AI-assisted first responses, self-service, and workflows using Pylon and other tools • Track ticket volumes, response and resolution times, escalations, recurring issues, and customer risks • Conduct complex investigations and incident response while providing technical guidance • Communicate with customers about complex issues when needed • Build and maintain the knowledge base, playbooks, and runbooks • Report to the Head of Customer Business Operations

🎯 Requirements

• Several years of experience leading technical support or support engineering teams at an API-first, developer tools, cloud, or infrastructure company • Experience building or scaling a support function • Strong technical depth in APIs, logs, metrics, and distributed systems • Ability to read code and independently investigate complex technical issues • 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 • 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 • Exposure to support platforms such as Pylon, Zendesk, Intercom, Jira, Linear, or GitHub Issues • Exposure to monitoring and debugging tools including Datadog, Grafana, logs, metrics, tracing, and dashboards • Knowledge of Postman, REST APIs, JSON, and HTTP status codes • Experience with documentation tools such as Notion, Confluence, or GitHub Docs • Europe time zone preferred, with sufficient overlap across US and Asia hours to coordinate support coverage

🏖️ Benefits

• Remote-first work arrangement • In-person company retreats twice a year • Core hours for cooperative working and calls • Flexible schedule outside core collaboration blocks • Generous paid time off, including vacation, sick days, and public holidays • Meaningful stock options • Paid maternity, paternity, and caregiver leave

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