Vice President of Support – Equity Cofounder
AUTHEO
CloudGrafanaNode.jsPrometheus
Vice President of Support – Part Time Equity Cofounder
Launch Legends
part-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
CloudGrafanaNode.jsPrometheus
About the role
- Design and lead Autheo’s global support strategy for decentralized infrastructure, validator operations, DevHub, APIs, SDKs, and enterprise integrations
- Build and manage a multi-tier (L1–L3) global support system aligned with automation, human-in-the-loop, and governance workflows
- Oversee 24×7 on-call rotations, escalation management, and performance dashboards ensuring SLA adherence and service continuity
- Coordinate with Engineering and DevOps to continuously improve incident detection, remediation, and root-cause analysis processes
- Implement AI-based triage, predictive analytics, and self-healing automation across all monitoring and ticketing systems
- Define guardrails and governance controls for automated responses to ensure transparency, traceability, and audit readiness
- Lead continuous optimization of the integrated workflow model (Automated → Semi-Automated → Manual), driving measurable reductions in MTTR and human intervention rates
- Oversee the developer support lifecycle—onboarding, SDK integration, technical assistance, and documentation feedback loops
- Establish scalable communication channels across Discord, Slack, and DevHub that blend community self-service with professional enterprise support
- Integrate partner and validator support frameworks into the same SLA and reporting structure to maintain unified operational standards
- Work directly with Managing Directors and the Executive Steering Committee to ensure operational decisions and performance metrics align with Launch Legends’ governance and compliance policies
- Maintain unified dashboards and governance reports covering uptime, incident metrics, automation performance, and service reliability
- Lead post-incident reviews and quarterly operational assessments with CIO, COO, and Governance Leads
- Develop capability programs and certification pathways for support engineers and partners to maintain technical excellence across all tiers
- Implement feedback loops that integrate telemetry, incident data, and community insights into automation and process refinements
- Build and sustain a culture of reliability, transparency, and proactive improvement across global support teams
- Lead the design and validation of business-continuity and disaster-recovery frameworks specific to support operations
- Ensure redundancy and follow-the-sun coverage models across all global regions
- Partner with Security, Compliance, and Infrastructure teams to safeguard key systems and maintain operational integrity during crises
Requirements
- 10+ years of leadership experience in technical support, site reliability, or operations for blockchain, cloud, or enterprise SaaS platforms
- Proven ability to design and scale 24×7 global support programs integrating automation, observability, and governance controls
- Strong knowledge of decentralized systems, blockchain node operations, and Layer-0/Layer-1 infrastructure
- Expertise in monitoring, observability (Prometheus, Grafana, OTEL), CI/CD integration, and automated escalation systems (PagerDuty, Jira Service Management)
- Demonstrated success in implementing AI-driven triage, predictive alerting, and self-healing support architectures
- Experience coordinating enterprise SLAs, audit readiness, and multi-party governance reporting
- Skilled in cross-functional leadership—aligning engineering, DevOps, security, and partner teams under unified operational standards
- Excellent communication and crisis-management skills, with the ability to represent Autheo’s support organization to executive leadership, partners, and community stakeholders
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field preferred; certifications in ITIL, SRE, or DevOps disciplines are highly valued.
Benefits
- Equity in Launch Legends, Autheo, and the WFO Creator Network
- Token allocations in the Autheo blockchain
- Potential salaried compensation after initial financing round
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportsite reliabilityoperationsdecentralized systemsblockchain node operationsLayer-0 infrastructureLayer-1 infrastructuremonitoringobservabilityAI-driven triage
Soft skills
leadershipcommunicationcrisis managementcross-functional leadershipproactive improvementcommunity engagementoperational decision-makingperformance metrics alignmentteam collaborationculture of reliability
Certifications
ITILSREDevOpsBachelor's degree in Computer ScienceMaster's degree in Engineering
