Technical Support Lead

The role

You will own technical support for enterprise customers. You will design and build an agentic solution to triage, diagnose, and resolve customer issues end to end.

What you will do

• Design and build an agentic solution to resolve customer tickets end to end.
• Define success and build the measurement layer to track it.
• Work escalations that agents cannot solve and teach the system to handle them.
• Partner with Engineering and Product on recurring issues.
• Route confirmed bugs to Engineering's coding agents.
• Turn resolved tickets into self-serve documentation.
• Feed support trends back into the product roadmap.

Required qualifications

• Shipped AI agents or LLM-powered tools with real users.
• Hands-on experience integrating and debugging APIs, webhooks, and data sources.
• 3 - 5 years customer-facing technical experience (support, solutions, or forward deployed engineering).
• Hands-on experience running technical support day to day, owning issues end to end from first response to resolution.
• Built evals to measure agent quality before and after shipping.
• Clear, concise writing for both customers and engineers.
• Ability to operate in a startup environment: adaptable, self-directed, and resourceful.

Nice to have

• Cloud or FinOps knowledge (AWS, Azure or GCP billing)
• Hands-on experience with AI support tooling (Pylon, Intercom Fin, Zendesk AI or similar)

Benefits

• Health, dental, vision
• equity in something early-stage and exciting
• generous PTO
• 401K
• meal & commuter benefits

About the company

PointFive finds the cost buried inside enterprise infrastructure, from the cloud to coding agents. They have raised $96 million and are used by Fortune 500 companies.