Technical Support Manager / Founding Support Lead

We are seeking a Technical Support Manager / Founding Support Lead to spearhead technical support for developers and product teams utilizing Runware’s cutting-edge AI inference platform. This pivotal role involves expert diagnosis and resolution of complex technical issues, robust support for API integrations, and serving as a critical escalation point between customers, engineering, and upstream providers.

This position is essential for ensuring platform reliability, fostering customer trust, and delivering a high-quality support experience at scale.

Beyond hands-on technical support, this individual will be instrumental in building and scaling Runware’s support function from the ground up.

This opportunity is ideal for a professional passionate about establishing systems and teams. Initially, the role will be highly hands-on, focusing on direct customer support, in-depth technical investigations, and the creation of scalable support processes. As the function expands, you will have the unique chance to build and lead the support team.

What You’ll Do

• Act as the primary technical escalation point for customer issues concerning APIs, platform behavior, reliability, and performance.
• Investigate logs, metrics, traces, and customer reports to pinpoint root causes and drive effective resolutions.
• Collaborate closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and enhance the overall customer experience.
• Communicate clearly and effectively with customers during incidents, escalations, and technical investigations.
• Create and improve comprehensive support documentation, troubleshooting guides, playbooks, and knowledge base content.
• Identify recurring issues and champion improvements to tooling, processes, automation, and customer self-service capabilities.
• Help establish robust support processes, efficient escalation workflows, key performance indicators (KPIs), and operational standards.
• Contribute to the hiring, onboarding, mentoring, and future growth of the technical support team.

Requirements

• Proven experience in Technical Support, Support Engineering, Solutions Engineering, Site Reliability Engineering (SRE), or similar technical customer-facing roles.
• Strong troubleshooting and debugging skills, including expertise with APIs, JSON responses, HTTP errors, logs, and distributed systems.
• Ability to independently investigate complex technical issues and collaborate effectively with engineering teams.
• Comfortable reading application code, understanding backend logic, and working with server-side technologies such as Java, PHP, Golang, Python, Node.js, or similar.
• Strong written and verbal communication skills, with the ability to manage multiple customer issues concurrently.
• High level of ownership and a demonstrated track record of improving processes, documentation, or operational workflows.
• Genuine interest in helping build and eventually lead a growing support organization.

Strong Differentiators

• Experience supporting AI/ML platforms, developer tools, APIs, infrastructure, or SaaS products.
• Experience building or scaling support functions, processes, or teams.
• Experience mentoring or managing technical support engineers.
• Hands-on coding experience, ideally with full-stack development, enabling independent issue investigation, bug reproduction, and enhanced collaboration with engineering teams.
• Comfortable discussing technical trade-offs involving performance, reliability, and scalability.
• Experience working in distributed teams across multiple time zones.

Tools & Systems Exposure

• Support platforms: Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar
• Monitoring & debugging: Datadog, Grafana, logs, metrics, dashboards
• Documentation: Notion, Confluence, GitHub Docs
• APIs & developer tools: Postman, API debugging, JSON responses, HTTP status codes

Time Zone & Location Guidance

We are seeking coverage preferably outside Europe working hours, with 3–4 hours of overlap with the Europe team.

Benefits

We operate as a remote-first collective, gathering in person twice a year for planning, brainstorming, celebrating achievements, and fostering face-to-face connections. We maintain core hours for collaborative work and calls, but outside of these, your calendar is flexible. Work the hours that optimize your performance while supporting a healthy work-life balance.

Our release cycles are fast-paced and intense, followed by dedicated downtime. After major pushes, we encourage the team to unplug, recharge, and return stronger for the next challenge.

• Generous paid time off – vacation, sick days, public holidays
• Meaningful stock options – share in the upside you create
• Remote-first setup – work from home anywhere we can employ you
• Flexible hours – own your schedule outside core collaboration blocks
• Family leave – paid maternity, paternity, and caregiver time
• Company retreats – twice-yearly gatherings in inspiring locations