Director of production support

WRITER • New York, NY

109d

About The Position

As the Director of WRITER production support, you will lead the function that guarantees the operational success of our customers' mission-critical WRITER Agents. This is a unique leadership role with a dual mandate: first, to build and lead a world-class human support organization, and second, to architect the AI-driven future of that organization by agentifying our own support processes on the WRITER platform. Your first-hand experience building and delivering AI agents makes you uniquely qualified to lead this team. You understand the complexities of production AI from the inside out. You will be responsible for supporting everything from standardized vertical solutions to the highly complex, custom agents that power our customers' core operations, all while turning your own department into a showcase for AI-powered efficiency. This is a rare opportunity to build the support organization of the future, from the ground up. You will not just be managing a team; you will be a player-coach, a strategist, and a builder, creating a function that is both a world-class human support team and a living testament to the transformative power of the WRITER platform itself.

Requirements

• 7+ years of experience in technical support, with at least 3 years spent managing a team in an enterprise PaaS or API-first environment.
• Proven track record of transforming a support function using automation and AI.
• Demonstrable, hands-on experience building and delivering AI agents or similar complex AI solutions.
• Adept at navigating bespoke software and understanding unique failure modes of custom agents.
• Proven track record of designing scalable support processes, ticketing workflows, and SLAs for a technical product.
• Skilled at working with and influencing teams you don't directly manage.

Responsibilities

• Build the WRITER support team: Recruit, hire, and mentor a team of platform support engineers, prioritizing candidates who share a builder's mindset and a deep curiosity for how WRITER Agents work.
• Agentify our own support: Develop and execute a roadmap to transform our support function using the WRITER.AI platform.
• Design the agent support process: Architect our entire production support workflow, establishing definitive, AI-first escalation paths.
• Own the agent knowledge base: Champion and build our technical knowledge base, with a focus on making this knowledge accessible to both human engineers and the support agents you build.
• Be the voice of the customer in crisis: Serve as the incident commander during P0 issues, leveraging your deep technical understanding of WRITER agents to guide your team.
• Drive platform & agent Insights: Implement and own all support metrics, analyzing data from both human- and agent-led resolutions.

Benefits

• Generous PTO, plus company holidays
• Medical, dental, and vision coverage for you and your family
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Flexible spending account and dependent FSA options
• Health savings account for eligible plans with company contribution
• Annual work-life stipends for home office setup, cell phone, internet
• Wellness stipend for gym, massage/chiropractor, personal training, etc.
• Learning and development stipend
• Company-wide off-sites and team off-sites
• Competitive compensation, company stock options and 401k

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 101-250 employees