Profound

1 month ago

Manager, Support Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead the stand-up of Profound’s global Support Engineering function, building and developing a 24/7 on-call team, defining escalation processes, and partnering with Engineering, Product, and Customer Success to drive metrics and continuous improvement for enterprise-grade SaaS customers.

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Stand up Profound’s Support Engineering function from the ground up — hire, onboard, and develop a global team of technical Support Engineers
•Design and operate a 24/7 follow-the-sun coverage model, with clear on-call rotations, paging policies, and handoff rituals between regions
•Manage workload distribution and capacity as ticket volume and product complexity grow
•Build the escalation system end-to-end: severity matrices, response and resolution SLAs, paths into Engineering for code-level issues, and customer communication playbooks for incidents
•Own the team’s core metrics — first response time, time to resolution, SLA attainment, CSAT, backlog aging, and ticket deflection — and drive a culture of continuous improvement against them

Pay and Benefits

Salary: USD 150,000 - 220,000 annually

Equity and Bonus:Equity

Key Requirements

•5+ years in technical support, support engineering, customer engineering, or related roles, with at least 2 years of direct people management experience
•Track record of building or rebuilding a support engineering function at a high-growth SaaS, developer tools, or AI company
•Hands-on technical depth including reading logs, reproducing bugs, writing queries, and debugging integrations with platforms like Cloudflare, Vercel, and major CMSs
•Experience designing and operating 24/7 coverage, on-call rotations, and escalation systems suitable for enterprise environments
•Strong leadership, systems thinking, and ability to define and measure SLA dashboards, incident postmortems, and customer communications

Experience:5+ yearsSaasAiCustomer successEnterprise

Skills:LeadershipCommunicationData-drivenProblem-solvingCross-functional collaboration

Languages:English

Tech Stack:CloudflareVercelAWSWordPressSanityContentful

Company Brief

Profound

Builds an AI visibility and answer‑engine optimization platform that helps enterprise brands measure, optimize, and control how they appear across ChatGPT, Google AI, Perplexity and other AI/answer engines.

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series B

Headquarters: New York, United States

Founded: 2024

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Profound

1 month ago

Manager, Support Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Stand up Profound’s Support Engineering function from the ground up — hire, onboard, and develop a global team of technical Support Engineers
•Design and operate a 24/7 follow-the-sun coverage model, with clear on-call rotations, paging policies, and handoff rituals between regions
•Manage workload distribution and capacity as ticket volume and product complexity grow
•Build the escalation system end-to-end: severity matrices, response and resolution SLAs, paths into Engineering for code-level issues, and customer communication playbooks for incidents
•Own the team’s core metrics — first response time, time to resolution, SLA attainment, CSAT, backlog aging, and ticket deflection — and drive a culture of continuous improvement against them

Pay and Benefits

Salary: USD 150,000 - 220,000 annually

Equity and Bonus:Equity

Key Requirements

•5+ years in technical support, support engineering, customer engineering, or related roles, with at least 2 years of direct people management experience
•Track record of building or rebuilding a support engineering function at a high-growth SaaS, developer tools, or AI company
•Hands-on technical depth including reading logs, reproducing bugs, writing queries, and debugging integrations with platforms like Cloudflare, Vercel, and major CMSs
•Experience designing and operating 24/7 coverage, on-call rotations, and escalation systems suitable for enterprise environments
•Strong leadership, systems thinking, and ability to define and measure SLA dashboards, incident postmortems, and customer communications

Experience:5+ yearsSaasAiCustomer successEnterprise

Skills:LeadershipCommunicationData-drivenProblem-solvingCross-functional collaboration

Languages:English

Tech Stack:CloudflareVercelAWSWordPressSanityContentful

Company Brief

Profound

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series B

Headquarters: New York, United States

Founded: 2024

Website LinkedIn