What are the responsibilities and job description for the Head of Support position at neptune?
Control and Confidence in AI Model Training
At Neptune, we strive to provide AI researchers with the same level of control and confidence when training models as software developers have when shipping applications. Our solution is an experiment tracker built for teams that train foundational models.
We're a leading tool in the MLOps industry, with over 60k AI researchers using our platform and 200k AI practitioners visiting our blog monthly. As a key member of our team, you will be responsible for:
Main Responsibilities
- Design and Implement Support Model: Develop and implement a world-class 24/7 support model ensuring 30-minute L1 response times from the ground up.
- Incident Management and Escalation: Ensure high-quality incident management and escalation processes using observability tools like PagerDuty.
- Support Process Optimization: Develop and optimize support processes, SLAs, and automation AI-driven tools, documentation, and ticketing systems to streamline support.
- Technical Support Engineer Hiring: Hire and onboard technical support engineers remotely.
- Collaboration with Engineering Teams: Collaborate with engineering and product teams to enhance developer experience.
You Might Be a Fit If You Have:
- 5 Years of Experience: 5 years of experience in technical support leadership within a Dev Tool company.
- Strong Track Record: A strong track record of setting up and scaling support teams.
- Experience with Automation Tools: Hands-on experience with support automation, AI chatbots, and ticketing systems (e.g., Zendesk, Intercom, Jira Service Management).
- Incident Management Tools: Familiarity with incident management and observability tools (e.g., PagerDuty, Datadog, Opsgenie).
- Passion for Developer Experience: A passion for improving developer experience and working closely with engineers.
- Hiring and Leadership Skills: The ability to hire, lead, and mentor technical support engineers.
We Offer:
- Flexibility: 100% remote work with an office in Warsaw available and flexible working hours.
- 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.
