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Product Manager

• Own product discovery and develop the roadmap
• Regularly communicate insight into key product metrics
• Own product-level competitive positioning and intelligence
• Author net-new Product Briefs
• Define and champion AI-based features
• Create the initial positioning and market angle at brief time
• Write and produce product-facing materials
• Support Sales and Customer Success with product expertise
• Partner with Product Owner and Product Marketing Manager throughout

Business Analyst

• Partner with cross-functional teams to optimize business processes and improve operational efficiency across the organization.
• Support the day-to-day administration and continuous improvement of our business systems, including CRM, ERP, marketing automation, and internal tools.
• Troubleshoot system issues, manage enhancement requests, and recommend process improvements that improve the employee experience.
• Help evaluate and implement new technologies and workflows as the company grows.
• Leverage AI-powered tools to improve documentation, reporting, workflow automation, or operational efficiency.
• Build, maintain, and improve dashboards and reporting for Sales, Marketing, Customer Success, and leadership teams.
• Ensure business data remains accurate, organized, and actionable through ongoing data quality initiatives.
• Generate recurring and ad hoc reports that support business planning and decision-making.
• Support our CRM (Salesforce), ERP (NetSuite), marketing automation platform (HubSpot), and other business applications.
• Assist in maintaining integrations between core business systems to ensure reliable data flow and operational efficiency.
• Collaborate with internal stakeholders and external vendors to troubleshoot issues and identify opportunities for automation.
• Support onboarding and offboarding by ensuring employees have access to the appropriate business systems and documentation.
• Maintain internal documentation, process guides, and knowledge base resources.
• Deliver training and ongoing support to help employees effectively use business applications.

Business Operations Analyst

Support Engineer

• Owns the technical support function end to end — strategy, structure, staffing, and day-to-day performance.
• Leads, coaches, and develops a team of Technical Support Leads and Representatives in a remote environment, building a culture of ownership, open communication, and accountability.
• Sets clear performance expectations and KPIs, runs a consistent operating rhythm, and conducts retrospectives that continuously improve workflows and efficiency.
• Owns SLA adherence, severity governance, and escalation orchestration across a high volume of inbound technical issues.
• Serves as the senior escalation point for high-priority, customer-impacting incidents, driving unified communication and fast resolution.
• Establishes and enforces policies, procedures, and runbooks that ensure a consistent, high-quality technical service experience.
• Acts as the senior liaison between Technical Support and cross-functional partners including Engineering, Customer Success, and Product.
• Champions an AI-first approach across the technical support function, setting the vision and expectation that AI is the default first step in how the team works.
• Owns the technical support reporting framework — CSAT, NPS, Average Resolution Time, SLA attainment, and ticket trends — and reports performance to leadership.

Director of Technical Support

Machine Learning Engineer

• We're moving from a product where AI is a feature you can turn on to one where it's a layer that runs through everything: response suggestions, abuse detection, summarization, lead scoring, intent classification.
• You own the ML and AI engineering layer end to end.
• Model registry, feature pipelines, and deployment pathways that any engineer in the org can use.
• Evaluation infrastructure that catches regressions before they hit prod, not after.
• Drift detection, online evals, cost and latency monitoring.
• Rollback and progressive rollout patterns built for ML systems, not retrofitted from generic CD.
• Build-vs-buy calls. Know when a frontier API is the right answer, when a managed service is fine, when to fine-tune, and when a regex would have done the job.

Product Manager

Business Operations Analyst

Director of Technical Support

Senior ML Engineer