Composio

Engineering Support Lead

sf. Posted a month ago

The role

You will own the support queue end to end and lead complex enterprise cases. You will build the support operating model across San Francisco and Bangalore and hire, onboard, and coach technical support engineers.

What you will do

  • Own the support queue end to end including triage, technical investigation, customer updates, escalation, and confirmation of resolution.
  • Lead complex enterprise cases by reproducing failures across APIs, OAuth, SDKs, third-party integrations, and agent workflows.
  • Build the operating model across San Francisco and Bangalore including queue ownership, shift handoffs, incident communication, and coverage.
  • Set response and follow-up targets by customer tier and severity.
  • Review case quality, unresolved work, customer outcomes, and reasons for contact.
  • Hire, onboard, and coach technical support engineers.
  • Bring AI into the daily support workflow using Composio and working with applied AI engineers.
  • Build a demand and capacity view to inform staffing and coverage decisions.
  • Work with FDE, Product, and Engineering to turn customer case patterns into product fixes and self-serve guidance.

Required qualifications

  • Currently lead or play a senior role in a technical support function.
  • Have owned live cases, escalations, queue health, and the quality of customer communication.
  • Have hired or coached support engineers, improved how a team works, and set service standards.
  • Can inspect requests and logs, reproduce ambiguous failures, and reason about APIs and authentication.
  • Can write clearly under uncertainty and stay with a customer through resolution.
  • Can design coverage across locations, run escalations, and make staffing decisions.
  • Use AI tools in your own work and can identify where they will make support better.

Nice to have

  • Experience with a developer platform, API product, cloud infrastructure, or an integration-heavy product.
  • Experience building support automation, agent workflows, evaluations, or human review systems.
  • Experience reading or shipping Python or TypeScript fixes while working in support.
  • Familiarity with OAuth, webhooks, rate limits, MCP, and support tools such as Plain, Zendesk, or Intercom.
  • Experience building a team that spans the US and India.
  • Prior experience supporting an AI product

About the company

Composio builds the AI-native automation layer for software teams including SDKs, runtimes, and platform tooling. Their systems allow developers to compose, evaluate, and operate agentic workflows and AI-powered products.