Future Secure AI
Head of Product Support
Austin, TX
Sponsorship not specifiedDetected 14 days ago
ExpressDistributed SystemsCloud PlatformsKubernetesGrafanaDatadogMachine LearningLLMsIncident ResponseComplianceProduct ManagementProduct StrategyCustomer SupportLeadershipCommunication
About the role
- This is a foundational leadership hire.
- You will be the first dedicated Head of Product Support at FSAI, based in Austin at our global headquarters.
- You will be responsible for building and leading the team that keeps every customer AICW running reliably, every hour of the day.
Responsibilities
- Build and enforce incident management frameworks covering detection, triage, escalation, resolution, and post-incident review
- Maintain and report on operational KPIs including availability, latency, error rate, and SLA adherence across all deployed AICWs
- Manage model deprecation cycles, proactively transitioning customer AICWs off deprecated LLMs onto current frontier models with zero disruption
- Manage license and dependency expiration tracking across the fleet
- Support customer engagement sessions, demonstrating operational credibility and fleet-wide visibility
Requirements
- Strong understanding of SLA frameworks, incident management processes, and operational metrics
- Experience supporting AI, ML, or LLM-based systems in production environments
Nice to have
- Experience in AI product or platform companies
- Familiarity with LLM lifecycle management, model deprecation patterns, and prompt versioning
- Prior experience in a high-growth technology company
- A high-performance culture
- State-of-the-art technology
- Experience world-class leadership
- Scale of impact and purpose
- Work with the best in the industry
Compensation
- A competitive salary and a huge growth trajectory
Benefits
- Produce monthly operational reports for RUN customers, covering fleet health, incident summaries, and platform activity
Company info
- At Future Secure AI, we're building something genuinely new - and we're looking for people bold enough to build it with us.
- We work at the frontier of AI, tackling big, real-world problems for global enterprises across multiple industries, armed with state-of-the-art technology and a culture that prizes courage, rigor, and relentless curiosity.
- Our BRAVER values aren't just words on a wall - they describe the kind of people we are and the standard we hold ourselves to every day.
- Our leadership team is entrepreneurial, experienced, and accessible, with an open-door policy that means you'll never be just a number here.
- We invest seriously in your growth because we know our success depends on yours.
- If you're ready to work alongside some of the brightest minds in the industry, push into uncharted territory, and do work that genuinely matters, Future Secure AI is the place for you.
- About FSAI RUN Services
- RUN is FSAI's managed operations service for customer AI Co-Workers (AICWs) in production.
- It delivers ongoing technical support, performance optimization, and full lifecycle management across our global fleet.
- With RUN, FSAI becomes an always-on operational partner - embedded in how each customer's enterprise runs every day.
- We do not wish to be contacted by recruitment agencies.
- Our hiring process is managed in-house and the best way for candidates to express interest is by applying with your resume through our company website.
- At Future Secure AI, we are committed to protecting your privacy and adhering to the principles of the General Data Protection Regulation (GDPR) and the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).
- Own SLA-based incident response and resolution end-to-end, ensuring customers never feel a fault before FSAI resolves it
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This listing is sourced directly from Future Secure AI's careers page and normalized into a canonical job model.