Director of Production Support
Writer
Director of Production Support
Writer
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteJob Level
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 AI-first escalation paths, including specialized triage for complex custom 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, guiding the team and communicating with credibility
- Drive platform & agent insights: implement and own support metrics and analyze data from human- and agent-led resolutions to inform product and reliability improvements
- Act as player-coach, strategist, and builder to create a world-class human support team and demonstrate AI-powered operational efficiency
Requirements
- 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 transforming support functions using automation and AI
- Personal experience using an AI platform to agentify and improve support workflows
- Hands-on experience building and delivering AI agents or similar complex AI solutions (AI Architect, Solutions Architect, or similar)
- Technical credibility and hands-on ability to triage bespoke software and custom agent failure modes
- Experience designing scalable support processes, ticketing workflows, and SLAs for technical products
- Strong cross-functional partnering and influencing skills
