Goes on-call on your behalf and autonomously resolves incidents. Backed by Greylock and Lightspeed.
About the role
Our customers run ResolveAI against their most critical production systems, so when something goes wrong, our response has to be as reliable as the systems they trust us with. As our first Head of Technical Support, you’ll build that response from the ground up: a 24x7, global support function that is AI-first by design, where agents resolve as much as possible and humans step in where judgment, context, and empathy matter most. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 8+ years in technical support, support engineering, or SRE/production engineering roles, including 3+ years leading a support function or team for a developer, infrastructure, observability, or B2B SaaS product
- Experience building a support function from early stage: defining SLAs and severity models, standing up tooling, and designing 24x7 or follow-the-sun coverage for enterprise customers
- Active power user of AI agents and coding tools (e.g., Claude Code, Codex, Cursor) who has used them to automate real support or operations workflows. Comfortable with prompting, context engineering, and critically evaluating LLM output
- A track record of handling high-severity customer incidents calmly, communicating clearly with both engineers and executives, and keeping customers informed when the answer isn’t known yet
- Experience working closely with Engineering on defect triage and escalation, and with Sales and post-sales teams on account health
- Data-driven: you define support metrics, build the reporting, and use it to drive decisions about staffing, product, and process
More about this role
Software maintenance and production troubleshooting have become a massive tax of engineering velocity. Resolve AI is solving this by building a transformative, truly autonomous AI Production Engineer that investigates and fixes complex system issues end-to-end.
Our founders ( Spiros Xanthos and Mayank Agarwal ) are the core creators of OpenTelemetry and led Splunk Observability. They have had 2 successful exits to Splunk and VMware.
We’ve raised over $190M from top-tier investors including Lightspeed, Greylock, DST, Unusual Ventures, and individual backers such as Jeff Dean (Chief Scientist, Google DeepMind), Thomas Dohmke (CEO, GitHub), Matt Garman (CEO, AWS), Reid Hoffman (Founder, LinkedIn), and Fei-Fei Li (Professor, Stanford).
Our customers run ResolveAI against their most critical production systems, so when something goes wrong, our response has to be as reliable as the systems they trust us with. As our first Head of Technical Support, you’ll build that response from the ground up: a 24x7, global support function that is AI-first by design, where agents resolve as much as possible and humans step in where judgment, context, and empathy matter most.
This is a builder role....
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