Engineering Support Lead

Composio • San Francisco, CA

7d • Hybrid

About The Position

Composio is seeking an Engineering Support Lead to build and lead their technical support function for the AI era. This is a hands-on leadership role where you will manage the support queue, handle complex escalations, coach support engineers, and leverage AI to improve support processes. You will be responsible for turning customer issues into product improvements and ensuring scalable, high-quality support across different time zones. The role involves staying close to customers, diagnosing technical problems, and building the systems and standards for repeatable, excellent support as the company grows.

Requirements

• Operate support today. You currently lead or play a senior role in a technical support function. You have owned live cases, escalations, queue health, and the quality of customer communication.
• Build a support organization. You have hired or coached support engineers, improved how a team works, set clear ownership and service standards, and can show how customer outcomes changed.
• Go deep technically. You can inspect requests and logs, reproduce an ambiguous failure, reason about APIs and authentication, and work effectively with engineers on a durable fix.
• Earn customer trust. You write clearly under uncertainty, give useful next steps, and stay with a customer through resolution rather than treating an internal handoff as closure.
• Lead people and operations. You can design coverage across locations, run an escalation calmly, and make staffing decisions using evidence rather than ticket counts alone.
• Be ready for AI-led support. You use AI tools in your own work and can identify where they will make support better, how to check their output, and when a person must take over. You are eager to build this into the team's daily practice.

Nice To Haves

• Experience with a developer platform, API product, cloud infrastructure, or an integration-heavy product.
• Experience building support automation, agent workflows, evaluations, or human review systems.
• Experience reading or shipping Python or TypeScript fixes while working in support.
• Familiarity with OAuth, webhooks, rate limits, MCP, and support tools such as Plain, Zendesk, or Intercom.
• Experience building a team that spans the US and India.
• Prior experience supporting an AI product is useful. What matters most is proven ownership in support and the drive to build a better support organization with AI.

Responsibilities

• Own the support queue end to end: triage, technical investigation, customer updates, escalation, and confirmation of resolution.
• Lead complex enterprise cases. Reproduce failures across APIs, OAuth, SDKs, third-party integrations, and agent workflows; give Engineering a clear diagnosis and stay accountable while a fix ships.
• Build the operating model across San Francisco and Bangalore, including queue ownership, shift handoffs, incident communication, and coverage that matches our commitments.
• Set useful response and follow-up targets by customer tier and severity. Review case quality, unresolved work, customer outcomes, and the reasons customers contact us again.
• Hire, onboard, and coach technical support engineers. Run case reviews, give direct feedback, and create paths for people to grow in support and engineering-adjacent work.
• Bring AI into the daily support workflow. Use Composio and work with our applied AI engineers to improve intake, context gathering, investigation, drafting, and follow-up; measure quality and keep clear human ownership when a workflow fails.
• Build a demand and capacity view that informs staffing and coverage decisions before the queue falls behind.
• Work with FDE, Product, and Engineering to turn patterns in customer cases into product fixes, self-serve guidance, and better developer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed