What are the responsibilities and job description for the Technical Support Operations Manager position at neptune?
About Us
We are Neptune, a leading provider of experiment tracking solutions for AI researchers. Our goal is to give AI researchers the same level of control and confidence when training models as software developers have when shipping applications.
Job Description
In this role, you will:
- Design and implement a world-class 24/7 support model ensuring 30-minute L1 response times from the ground up
- Ensure high-quality incident management and escalation processes using observability tools like PagerDuty
- Develop and optimize support processes, SLAs, and automation AI-driven tools, documentation, and ticketing systems to streamline support
- Act as a hands-on contributor, triaging tickets and engaging directly with customers
- Hire and onboard technical support engineers remotely
- Collaborate with engineering and product teams to enhance developer experience
Requirements
- 5 years of experience in technical support leadership within a Dev Tool company
- A strong track record of setting up and scaling support teams
- Experience designing and managing 24/7 global support models
- Familiarity with incident management and observability tools (e.g., PagerDuty, Datadog, Opsgenie)
- A passion for improving developer experience and working closely with engineers
