Stedi is seeking a Head of Support Engineering to lead the technical success of all customers and drive the performance of the Support Engineering function. This role combines direct customer responsibility with building scalable systems and processes.
What You'll Do
- Take on responsibility for the people, priorities, and performance of the Support Engineering function.
- Be directly responsible for the technical success of all customers, from those in a proof-of-concept period through production.
- Build out systems and processes to ensure customers are onboarded successfully and as quickly as possible.
- Be the primary owner of all major incidents, outages, and escalations.
- Identify product gaps from customer signals and relay them as well-documented issues to product and engineering teams.
- Contribute to external documentation and internal runbooks to build a knowledge base for self-service customer adoption.
- Build tooling and systems to scale the team and its operations.
What We're Looking For
- A technical product mindset with the ability to identify product gaps from customer feedback.
- Familiarity with developer-first products such as APIs, JSON, and LLMs.
- Ability to move fast and match a fast-paced organizational pace.
- Customer-facing experience within support engineering, product operations, sales engineering, consulting, or adjacent roles.
- Exceptional at staying on top of many open threads simultaneously, hyper-responsive, organized, and thorough.
- Resourceful, self-motivating, self-disciplined, receptive to feedback, and proactive.
- Deep customer empathy and ability to understand technical product details.
- Leadership ability to hire, develop, and lead by example as a high-performing individual contributor.
Team & Environment
The Support Engineering team includes individuals across product operations, solutions engineering, analytics, sales engineering, support engineering, and account management. Stedi’s culture is characterized by engineers and designers shipping products week in and week out, a lean business team, a passion for automation and eliminating toil, and a customer-first approach.
