Head of Support
neptune.ai
- Location
- Canada
- Posted
Head of Support at Neptune: Design & implement 24/7 support model, lead team & hire engineers
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Head of Support
neptune.ai
Job Location
Job Summary
Neptune is seeking a Head of Support to design and implement a world-class 24/7 support model, ensuring 30-minute L1 response times. The ideal candidate has 5+ years of experience in technical support leadership, hands-on experience with support automation, AI chatbots, and ticketing systems. They will collaborate with engineering and product teams to enhance developer experience and lead the hiring and onboarding of technical support engineers. Neptune offers flexibility, a contract basis, share in success through an Employee Stock Option Plan, time off, and ownership and impact opportunities. The role is 100% remote with flexible working hours.
At Neptune, we want to give AI researchers the same level of control and confidence when training models as software developers have when shipping applications. Our solution is an experiment tracker built for teams that train foundational models. We’re one of the most recognizable tools in the MLOps industry, with over 60k AI researchers using the platform and 200k+ AI practitioners visiting our blog monthly.
In this role, you will:
- Design and implement a world-class 24/7 support model ensuring 30-minute L1 response times from the ground up.
- Ensure high-quality incident management and escalation processes using observability tools like PagerDuty.
- Develop and optimize support processes, SLAs, and automation strategies.
- Leverage AI-driven tools, documentation, and ticketing systems to streamline support operations.
- Initially act as a hands-on contributor, triaging tickets and engaging directly with customers.
- Hire and onboard technical support engineers remotely.
- Collaborate with engineering and product teams to enhance developer experience.
You might be a fit if you have:
- 5+ years of experience in technical support leadership within a Dev Tool company.
- A strong track record of setting up and scaling support teams.
- Experience designing and managing 24/7 global support models.
- Hands-on experience with support automation, AI chatbots, and ticketing systems (e.g., Zendesk, Intercom, Jira Service Management).
- Familiarity with incident management and observability tools (e.g., PagerDuty, Datadog, Opsgenie).
- A passion for improving developer experience and working closely with engineers.
- The ability to hire, lead, and mentor technical support engineers.
- A willingness to be hands-on in the early days while building out the team.
We offer:
- Flexibility: 100% remote work with flexible working hours.
- Contract: Cooperation on an ICA basis only.
- Share in our success: Participate in the Employee Stock Option Plan and be part of our growth journey.
- Time off: 20 paid service-free days per year.
- Ownership and impact: Space to take action, bring your ideas to life, and make a real impact.
Any questions?
Check out our ultimate guide for candidates to neptune.ai.
Don’t hesitate to contact our Talent Acquisition team, and check out our About us page to get to know the story and faces behind Neptune.
By applying, you consent for neptune.ai to process your personal data to assess your suitability for the role you have applied for in accordance with the General Data Protection Regulation (GDPR). Your personal data will remain confidential and shared only with authorized personnel involved in the recruitment process. You have the right to access, rectify, or delete your personal data at anytime.
With your optional consent, we can retain your data for up to 12 months after the application to consider you for future suitable roles if you’re not a match for the current position.
