Technical Support Lead - Remote

Overview

At Neptune, we want to give AI researchers the same level of control and confidence when training models as software developers have when shipping applications. Our solution is an experiment tracker built for teams that train foundational models. We’re one of the most recognizable tools in the MLOps industry, with over 60k AI researchers using the platform and 200k+ AI practitioners visiting our blog monthly.

In Short

• Design and implement a world-class 24/7 support model ensuring 30-minute L1 response times from the ground up.
• Ensure high-quality incident management and escalation processes using observability tools like PagerDuty.
• Develop and optimize support processes, SLAs, and automation strategies.
• Leverage AI-driven tools, documentation, and ticketing systems to streamline support operations.
• Initially act as a hands-on contributor, triaging tickets and engaging directly with customers.
• Hire and onboard technical support engineers remotely.
• Collaborate with engineering and product teams to enhance developer experience.

Requirements

• 5+ years of experience in technical support leadership within a Dev Tool company.
• A strong track record of setting up and scaling support teams.
• Experience designing and managing 24/7 global support models.
• Hands-on experience with support automation, AI chatbots, and ticketing systems (e.g., Zendesk, Intercom, Jira Service Management).
• Familiarity with incident management and observability tools (e.g., PagerDuty, Datadog, Opsgenie).
• A passion for improving developer experience and working closely with engineers.
• The ability to hire, lead, and mentor technical support engineers.
• A willingness to be hands-on in the early days while building out the team.

Benefits

• Flexibility: 100% remote work with flexible working hours.
• Contract: Cooperation on an ICA basis only.
• Share in our success: Participate in the Employee Stock Option Plan and be part of our growth journey.
• Time off: 20 paid service-free days per year.
• Ownership and impact: Space to take action, bring your ideas to life, and make a real impact.