Head Of Support

Summary

Join Neptune, a leading MLOps company, and build a world-class 24/7 support model for our AI experiment tracker used by over 60,000 researchers. As a hands-on technical support leader, you will design and implement support processes, manage incidents, leverage AI-driven tools, and scale the support team. You will collaborate with engineering and product teams to enhance developer experience. This is a fully remote, contract-based position offering flexibility, stock options, paid time off, and the opportunity to make a significant impact. We are looking for a leader with 5+ years of experience in technical support within a Dev Tool company and a proven track record of building and scaling support teams.

Requirements

• 5+ years of experience in technical support leadership within a Dev Tool company
• A strong track record of setting up and scaling support teams
• Experience designing and managing 24/7 global support models
• Hands-on experience with support automation, AI chatbots, and ticketing systems (e.g., Zendesk, Intercom, Jira Service Management)
• Familiarity with incident management and observability tools (e.g., PagerDuty, Datadog, Opsgenie)
• A passion for improving developer experience and working closely with engineers
• The ability to hire, lead, and mentor technical support engineers
• A willingness to be hands-on in the early days while building out the team

Responsibilities

• Design and implement a world-class 24/7 support model ensuring 30-minute L1 response times from the ground up
• Ensure high-quality incident management and escalation processes using observability tools like PagerDuty
• Develop and optimize support processes, SLAs, and automation strategies
• Leverage AI-driven tools, documentation, and ticketing systems to streamline support operations
• Initially act as a hands-on contributor, triaging tickets and engaging directly with customers
• Hire and onboard technical support engineers remotely
• Collaborate with engineering and product teams to enhance developer experience

Benefits

• Flexibility: 100% remote work with flexible working hours
• Contract: Cooperation on an ICA basis only
• Share in our success: Participate in the Employee Stock Option Plan and be part of our growth journey
• Time off: 20 paid service-free days per year
• Ownership and impact: Space to take action, bring your ideas to life, and make a real impact