Support Delivery Lead, EMEA - Dublin
Core
Build and lead a global Support Engineering team to resolve complex technical issues for strategic enterprise AI customers, acting as the last line of defense before core engineering.
Role type
Senior IC/Lead Support Engineering Manager
Builds
24x7 global technical support systems and escalation resolution processes for high-scale AI deployments
Domain
Artificial Intelligence / Enterprise Software Support
Deliverable
production ML models | infrastructure
Required skills
Technical leadership of engineering teams, deep application development or infrastructure experience, operational systems design, automation and systems thinking, cross-functional influence on product roadmaps, managing global on-call operations
Preferred skills
Experience in high-scale or fast-paced environments, ability to empower senior individual contributors, building trust with strategic accounts during critical issues
Technologies
AI systems, internal support tooling, automation frameworks
Responsibilities
Build and scale a new support engineering team from first principles, partner with engineering to resolve escalated customer issues, operationalize solutions at scale to improve customer experience, manage global 24x7 coverage operations, influence product roadmaps based on support insights
Seniority
Senior, hands-on IC with leadership responsibilities