Resolve AI

Resolve AI

Head of Technical Support

San Francisco · Senior

Sponsorship not specifiedDetected 11 days ago
GitAWSCloud PlatformsKubernetesPrometheusGrafanaDatadogSite Reliability EngineeringLLMsAgentic AICustomer Support

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odds of building a lasting career here

40Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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Employer immigration record

from this employer's Department of Labor filings

Files H-1B transfers

44 transfer filings in the last year, covering 44 workers. Median labor-condition decision: 8 days. An employer that already files transfers is one that can take over an existing H-1B.

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About the role

  • Our customers run ResolveAI against their most critical production systems, so when something goes wrong, our response has to be as reliable as the systems they trust us with.

Responsibilities

  • Build an AI-first support experience.
  • Own the case, every time. Make sure every case has a clear owner, a documented impact and investigation, coordinated customer updates, and a documented resolution, including during high-severity incidents where the customer's own production is on the line.
  • Partner with the account team. Bring in the technical account team when account history or implementation context is needed, share case trends and customer-impact context with the team, and flag accounts where support patterns signal adoption or renewal risk.
  • 8+ years in technical support, support engineering, or SRE/production engineering roles, including 3+ years leading a support function or team for a developer, infrastructure, observability, or B2B SaaS product.
  • Active power user of AI agents and coding tools (e.g., Claude Code, Codex, Cursor) who has used them to automate real support or operations workflows. Comfortable with prompting, context engineering, and critically evaluating LLM output.
  • Design and launch the support operating model.
  • Build the team.

Requirements

  • You can dig into logs and reproduce a customer's problem yourself.

Skills

  • Experience working closely with Engineering on defect triage and escalation, and with Sales and post-sales teams on account health.

Benefits

  • Establish and report on response and resolution times, SLA attainment, AI resolution rate, backlog health, CSAT, and case drivers, and turn recurring case themes into product, documentation, and onboarding improvements.
  • Develop the staffing and coverage model, decide where humans add the most value, and hire, onboard, and lead support engineers across regions as customer volume and global footprint grow.
  • Experience building a support function from early stage: defining SLAs and severity models, standing up tooling, and designing 24x7 or follow-the-sun coverage for enterprise customers.

Company info

  • ABOUT THE ROLE Our customers run ResolveAI against their most critical production systems, so when something goes wrong, our response has to be as reliable as the systems they trust us with.
  • Use Resolve and other AI agents to triage, diagnose, and resolve cases, deflect common issues through self-service and documentation, and design the hand-off from agent to human so customers never lose context.
  • Work the queue yourself. Own cases end-to-end in the early days: triage, gather diagnostics, troubleshoot across integrations, cloud environments, and Kubernetes, keep the case record current, and communicate clearly with customers through resolution.
  • A track record of handling high-severity customer incidents calmly, communicating clearly with both engineers and executives, and keeping customers informed when the answer isn't known yet.
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This listing is sourced directly from Resolve AI's careers page and normalized into a canonical job model.