Head of Support Engineering
Exa, San Francisco, California
The role
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.