Manager, Support Engineering

About the Company

Profound is the marketing platform for the AI era. Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we provide brands with the intelligence to see how AI represents them and the Agents to act on it.

Responsibilities

• Stand up Profound’s Support Engineering function from the ground up, including hiring and onboarding a global team
• Design and operate a 24/7 follow-the-sun coverage model with clear on-call rotations and paging policies
• Build end-to-end escalation systems, including severity matrices, SLAs, and customer communication playbooks
• Own core metrics such as first response time, time to resolution, SLA attainment, and CSAT
• Partner with Engineering and Product to feed field signals into roadmap priorities and identify recurring defects
• Collaborate with Customer Success, Sales, and Marketing to define the technical support experience and manage incident communications
• Build the tooling stack for ticketing, Slack-based support, and AI-assisted triage
• Serve as the escalation point of last resort for complex customer situations

Requirements

• 5+ years of experience in technical support, support engineering, or customer engineering
• 2+ years of direct experience managing and developing engineers
• Proven track record of building or rebuilding a support engineering function at a high-growth SaaS or AI company
• Hands-on technical depth in reading logs, reproducing bugs, and debugging integrations (Cloudflare, Vercel, CMSs)
• Experience designing 24/7 coverage and severity-based escalation systems
• Strong data-driven leadership skills using SLA dashboards and ticket analytics
• Excellent written and verbal communication skills for handling executive-level escalations

Preferred Qualifications

• Experience in AI, developer tools, infrastructure, or marketing technology