Profound

Manager, Support Engineering

New York, New York · Senior

Sponsorship not specified$150k-$220kDetected 49 days ago

AWSFigmaAccount ManagementValuationCustomer SuccessCustomer SupportWordPressCommunication

About the role

For this role, the expected base salary range is $150,000 to $220,000 (NYC).
Note: All official communication from Profound will come from a @tryprofound.com email address.

Responsibilities

Manage workload distribution and capacity as ticket volume and product complexity grow
Build the escalation system end-to-end: severity matrices, response and resolution SLAs, paths into Engineering for code-level issues, and customer communication playbooks for incidents
Own the team's core metrics - first response time, time to resolution, SLA attainment, CSAT, backlog aging, and ticket deflection - and drive a culture of continuous improvement against them
Partner with Engineering and Product to feed signal from the field into roadmap priorities, identify recurring defects, and shorten the loop between customer pain and shipped fixes
Collaborate with Customer Success and Account Management to define the technical support experience across Scale, Mid-Market, and Enterprise segments and to ensure clean handoffs from onboarding to steady-state support
Work with Sales and Solutions to support pre-sales technical questions, security and compliance reviews, and integration scoping for prospects evaluating Profound
Partner with Marketing on customer-facing communications during incidents, status page operations, and the public knowledge base
Build the tooling stack - ticketing, Slack-based support, on-call paging, internal runbooks, and AI-assisted triage - that lets the team scale faster than ticket volume
Develop deep expertise in Profound's integrations surface area (Cloudflare, Vercel, AWS, CMSs like WordPress, Sanity, and Contentful, and the broader AI search ecosystem) and ensure your team is the most technically fluent voice the customer hears
you'll set the standard for what "best in class" support looks like in the AI search category and partner closely with leaders across Customer Success, Engineering, Product, Sales, and Marketing to ensure every Profound customer - from Scale to Enterprise - gets answers that are fast, technical, and correct.

Requirements

Demonstrated ability to recruit, coach, and retain top technical talent across multiple geographies

Nice to have

Profound is the marketing platform for the AI era.
As people increasingly turn to ChatGPT, Perplexity, and Gemini to decide what to buy, we give brands the intelligence to see how AI represents them and the Agents to act on it.
Today, ~13% of the Fortune 500, plus companies like Ramp, Figma, Chime, Calendly, and DocuSign, use Profound to turn AI Search from a black box into a measurable growth channel.
Serve as the escalation point of last resort for the most complex customer situations - and as a hands-on contributor when the moment calls for it
Champion the voice of the customer internally and the voice of Profound externally, in writing and on calls with senior technical buyers
5 or more years of experience in technical support, support engineering, customer engineering, or related technical customer-facing functions, with at least 2 years directly managing and developing engineers
Experience in AI, developer tools, infrastructure, or marketing technology is a strong plus

Compensation

For this role, the expected base salary range is $150,000 to $220,000 (NYC).

Benefits

Operator's instinct for designing and running 24/7 coverage, on-call rotations, and severity-based escalation systems that hold up under enterprise scrutiny
Design and operate a 24/7 follow-the-sun coverage model, with clear on-call rotations, paging policies, and handoff rituals between regions

Company info

Stand up Profound's Support Engineering function from the ground up - hire, onboard, and develop a global team of technical Support Engineers

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This listing is sourced directly from Profound's careers page and normalized into a canonical job model.