Exa

Head of Support Engineering

San Francisco, California. Posted 16 days ago

The role

You will build and lead an AI-first, 24/7 support function for customers worldwide. You will manage support systems, escalation management, and technical support engineers.

What you will do

  • Hire, onboard and lead Support Engineers for 24/7 coverage
  • Own Pylon setup, ticket and SLA tracking, severity levels, automations and end-of-shift handoffs
  • Decide which tickets the AI resolves and which reach a human
  • Own escalations to Engineering with full context and customer follow-up
  • Monitor account health and flag contraction or churn risks to account teams and leadership
  • Partner with account teams on at-risk and strategic accounts
  • Turn ticket patterns into product feedback to drive fixes with Product and Engineering
  • Report on support health including response times, resolution times, customer satisfaction, AI resolution rate, and churn avoided

Required qualifications

  • Several years of hands-on programming experience
  • Ability to debug APIs and customer integrations and open pull requests
  • 5+ years in technical support, support engineering, SRE or customer engineering
  • 2+ years leading a technical support team
  • Experience building support operations from scratch including tooling, SLAs, severity models, escalation paths and 24/7 coverage
  • Strong judgment on automation and AI
  • Clear communication with customers, engineers and executives

Nice to have

  • Built or rebuilt a support function at a fast-growing technical company
  • Run Pylon, or a similar support platform, at scale
  • Built with LLMs, RAG or agents
  • Care deeply about the problem of organizing the world's knowledge and making it accessible to machines

Benefits

  • Premium healthcare benefits (medical, dental, vision)
  • Fertility benefits
  • Monthly wellness stipend

Before you apply

  • We're happy to sponsor international candidates (e.g., STEM OPT, OPT, H1B, O1, E3)

About the company

Exa is building a search engine for the AI era. The team is largely SF-based and consists of approximately 100 people.