> Markdown version of [/jobs/ext/4515925-support-engineers](https://www.wearedevelopers.com/jobs/ext/4515925-support-engineers). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Support Engineers

- **Company:** Exa Corporation
- **Location:** San Francisco, CA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software Debugging, Vector Graphics, Reliability Engineering, Pylon Synchronization Software, Agentic-AI
- **Published:** November 1, 2026
- **Apply:** https://startup.jobs/head-of-support-engineering-exa-10631043

## About the Role

* Several years of hands-on programming experience, at the same level as the Support Engineers you'll hire: you can debug APIs and customer integrations and open pull requests yourself
 * 5+ years in technical support, support engineering, SRE or customer engineering, including 2+ years leading a technical support team, ideally at an API, developer-tools or AI company
 * Experience building support operations from scratch: tooling, SLAs, severity models, escalation paths and 24/7 coverage
 * Strong judgment on automation and AI: you've used AI or automation to scale a support function without lowering quality
 * Clear communication with customers, engineers and executives, especially under pressure

## Description

You'll build and lead Support at Exa: an AI-first, 24/7 support function for every committed customer, worldwide. AI tools like Pylon and AI agents handle the first line; your team of Support Engineers takes on the hard technical problems the AI can't, with the same technical depth as our Forward Deployed Engineers.

You'll also own escalation management: watching the health of every account, largely through AI, and making sure every contraction or churn risk reaches the right people with a clear plan to fix it.

This is a technical leadership role. You hold the same technical bar as your team: you can debug a customer integration, read the code, and open a pull request yourself.

In this role, you will:

 * Build the Support team: hire, onboard and lead Support Engineers across regions for 24/7, follow-the-sun coverage
 * Build the support system: own our Pylon setup, ticket and SLA tracking, severity levels, automations and the end-of-shift handoffs, so the function runs as efficiently as possible
 * Make the AI first line work: decide which tickets the AI resolves and which reach a human, and keep improving the share it resolves without a person
 * Own escalations to Engineering: a clear path with full context, and customer follow-up owned by Support until resolution
 * Own escalation management: monitor account health across regions, flag every contraction or churn risk to the account team and leadership with requested actions and owners, and follow it until resolved. Escalation management is a duty of your Support Engineers; add dedicated people only if the load requires it
 * Partner with the account team (AEs, account managers, FDEs) on at-risk and strategic accounts
 * Turn ticket patterns into product feedback, and drive fixes with Product and Engineering
 * Report on support health: response and resolution times, customer satisfaction, AI resolution rate, and churn and contraction avoided