Manager, Support Engineering

Profound•New York, NY

1d•$150,000 - $220,000•Onsite

About The Position

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. Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we're a lean, fast-moving team across NYC, SF, Buenos Aires, and London, shipping at a relentless pace and defining a new category at the biggest shift in marketing in 25 years. If you want to do the best work of your career at the frontier of AI, come build it with us. We are hiring AI Strategists, Business to do the strategic and analytical work of translating what AI systems say about brands into decisions that executives can act on. This role is high-visibility and high-judgment. You will work directly with marketers, operators, and senior leadership at some of the world's most recognized brands, helping them understand their AI presence, build the business case for AEO investment, and turn platform data into structured, boardroom-ready thinking.

Requirements

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
Proven track record of building or rebuilding a support engineering function at a high-growth SaaS, developer tools, or AI company — ideally one you’ve taken from early stage to scaled operations
Hands-on technical depth: comfortable reading logs, reproducing bugs, writing queries, and debugging integrations with platforms like Cloudflare, Vercel, and the major CMSs
Operator’s instinct for designing and running 24/7 coverage, on-call rotations, and severity-based escalation systems that hold up under enterprise scrutiny
Strong systems thinker who has built support out of code, automation, and AI — not just headcount — and who measures the team on contact-rate and deflection alongside CSAT
Excellent written and verbal communicator, with the executive presence to handle escalations with technical buyers at the world’s largest brands
Data-driven leader fluent in SLA dashboards, ticket analytics, and incident postmortems, and equally comfortable translating those signals into roadmap conversations with Product and Engineering
Demonstrated ability to recruit, coach, and retain top technical talent across multiple geographies
Comfortable navigating ambiguity and shipping in a fast-paced, high-iteration environment where the category itself is still being defined

Nice To Haves

Experience in AI, developer tools, infrastructure, or marketing technology is a strong plus

Responsibilities

Stand up Profound’s Support Engineering function from the ground up — hire, onboard, and develop a global team of technical Support Engineers
Design and operate a 24/7 follow-the-sun coverage model, with clear on-call rotations, paging policies, and handoff rituals between regions
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
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