Technical Support Manager / Founding Support Lead

We’re looking for a Technical Support Manager / Founding Support Lead to own technical support for developers and product teams using Runware’s AI inference platform. This role focuses on diagnosing and resolving technical issues, supporting API integrations, and acting as a key escalation point between customers, engineering, and upstream providers.

The role is critical to maintaining platform reliability, customer trust, and a high-quality support experience at scale.

In addition to hands-on technical support responsibilities, this person will play a key role in helping build and scale Runware’s support function.

This role is ideal for someone who enjoys building systems and teams from scratch. Initially, the role will be highly hands-on, focused on customer support, technical investigations, and establishing scalable support processes. As the function grows, you will have the opportunity to help build and lead the support team.

What You’ll Do

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

Do you have experience in Zendesk?, * Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar technical customer-facing roles.

• Strong troubleshooting and debugging skills, including APIs, JSON responses, HTTP errors, logs, and distributed systems.
• Ability to independently investigate complex technical issues and collaborate closely 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 and the ability to manage multiple customer issues simultaneously.
• High level of ownership and a track record of improving processes, documentation, or operational workflows.
• 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, allowing you to independently investigate issues, reproduce bugs, and better collaborate 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’re looking for coverage preferably outside Europe working hours, with 3-4 hours of overlap with the Europe team.

Pulled from the full job description

• Stock options
• Flexible schedule, Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.
• 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