Director of Production Support

Writer

full-time

Posted on: 9/18/2025

Origin: • 🇺🇸 United States • California

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Lead

About the role

Build the WRITER support team: recruit, hire, and mentor platform support engineers and define hiring profiles
Agentify our own support: develop and execute a roadmap to transform support using the WRITER.AI platform and build internal agents to automate triage, diagnosis, knowledge retrieval, and resolution
Design the agent support process: architect production support workflow and establish AI-first escalation paths, including specialized triage for custom complex agents
Own the agent knowledge base: champion and build technical knowledge accessible to human engineers and support agents
Be the voice of the customer in crisis: serve as incident commander during P0 issues and guide team communications
Drive platform & agent insights: implement and own support metrics and analyze resolutions to inform product and reliability improvements
Act as player-coach, strategist, and builder to create a world-class human and AI-powered support organization

7+ years of experience in technical support
At least 3 years managing a team in an enterprise PaaS or API-first environment
Proven track record of transforming support using automation and AI; personally used an AI platform to agentify and improve support workflows
Demonstrable hands-on experience building and delivering AI agents or similar complex AI solutions (e.g., AI Architect, Solutions Architect)
Technically credible and hands-on; adept at navigating bespoke software and custom agent failure modes
Experience designing scalable support processes, ticketing workflows, and SLAs for a technical product
Skilled at working with and influencing cross-functional teams
Ability to serve as incident commander during P0 issues and communicate credibly with customers
Willingness and ability to join in-person collaborative working sessions in office 2-3 days/week; located near or willing to relocate to San Francisco office hub