Technical Support Engineer - Tooling Lead
Core
Define and drive the multi-year strategy and roadmap for the support tooling portfolio, integrating AI responsibly into support workflows and aligning the organization behind a shared tooling vision.
Role type
Strategy-level Technical Support Tooling Lead
Builds
Support tooling portfolio, AI-integrated support experiences (agent-assist, case summarization, knowledge retrieval)
Domain
Technical Support Operations / AI & LLM Applications
Deliverable
production ML models | product features
Required skills
Multi-year strategy and roadmap definition, build-versus-buy decisions, tool rationalization, cross-functional leadership, AI/LLM application for support scenarios, operational outcome measurement (CSAT, productivity), end-to-end release planning
Preferred skills
Experience with agent-assist, case summarization, knowledge retrieval, self-service tools
Technologies
AI/LLM frameworks, support systems
Responsibilities
Partner with engineering and support leadership to embed AI responsibly, own coordination and release planning across teams, instrument adoption and efficiency telemetry, lead governance for quality, safety, privacy, and Responsible AI
Seniority
Senior, hands-on IC with strategic scope
