Technical Support Manager

Overview

TensorX is a sovereign AI infrastructure platform headquartered in Dublin. We deploy and host open-source large language models on EU-sovereign infrastructure across Europe, providing private, zero-retention inference for regulated industries including finance, healthcare and government. Our platform offers drop-in OpenAI-compatible APIs, enabling developers and enterprises alike to adopt AI without compromising on data privacy, compliance or performance.

We are hiring a Technical Support Manager to build out and run our customer support function. You will take ownership of support from day one and turn it into a reliable, scalable function as our user base grows. You will work closely with the founding team and Engineering; reporting line to be confirmed as the commercial team grows.

This is a hands-on player-manager role. You will work the queue yourself while strengthening process, tooling and the team around you, including out-of-hours cover. Our customers range from developers integrating OpenAI-compatible APIs through to regulated enterprises with stricter operational expectations. You will need to be calm under pressure, technically credible and able to turn recurring themes into better docs, better automation and clearer escalation into engineering.

We are an AI-native team and tools such as Claude Code, Codex and GrokBot are part of our standard workflow, not an experiment. We value people who can ship practical support systems quickly without drowning a small company in process.

Responsibilities

• Own Support - Take ownership of the support queue: response times, resolution quality and customer communication.

• Build the Function - Define tiers, severity definitions, escalation paths and service level targets, then hold the company to them.

• Tooling and Automation - Own support tooling (likely Intercom, Jira and GitHub) and drive first-line automation, including AI-assisted triage that pulls context from tickets and usage logs before a human picks up the case.

• Escalation into Engineering - Run the escalation path into engineering, including out-of-hours paging, and make sure it works cleanly in both directions.

• Knowledge Base and Runbooks - Build and maintain customer-facing documentation and internal runbooks so the same question is not answered twice from scratch.

• Team Leadership - Lead and grow the support team as volume increases, including cover outside Irish business hours. Coach engineers to diagnose API and integration issues end to end - auth, quotas, latency, errors and logs - not just pass tickets along.

• Voice of the Customer - Report on volume, themes and recurring product defects, and make sure those themes reach engineering with enough context to act.

• Customer Trust - Protect the customer experience as we scale: clear communication, honest timelines and no silent failures.

What Success Looks Like

Within the first 6–12 months you will have:

• Defined and run clear severity levels with sensible first-response and resolution targets

• Stabilised queue health (backlog age, reopen rate and handoff quality)

• Raised self-serve deflection through a useful knowledge base and runbooks

• Made escalations into engineering clear, complete and actionable, including out-of-hours cover that works

• Built a feedback loop so recurring support themes turn into product and docs fixes

• Led and grown the support team, including coaching existing engineers and hiring as volume requires

Skills & Experience

• 5+ years in technical support or a closely related customer-facing technical role, with at least 2 years leading a team or function

• Genuine player-manager who is willing and able to work the queue yourself, not only manage it

• Technically credible with APIs, HTTP status codes, logs and reading an error trace

• Experience building out a support function rather than only inheriting a mature one

• Excellent written English and a calm, clear manner with customers

• Comfortable working hybrid from Dublin

Nice to Have

• Experience supporting a developer or API product

• Familiarity with Intercom, Jira, GitHub and billing tools

• Exposure to AI-assisted support automation

• Experience running follow-the-sun or out-of-hours rotas

• Familiarity with LLM/API products (latency, errors, auth, quotas)

• Experience supporting customers in regulated industries

Education & Qualifications

• BSc/MSc in a technical or related discipline OR equivalent practical experience

Remuneration

• Highly competitive package, dependent on experience

• 25 days paid annual leave

• Hybrid working from our centrally located Dublin office

• Free inference tokens!

******* NO AGENCY ASSISTANCE REQUIRED *******