Manager, Support Engineering

Profound is the marketing platform for the AI era. As people increasingly turn to ChatGPT, Perplexity, and Gemini to decide what to buy, we give brands the intelligence to see how AI represents them and the Agents to act on it. Today, ~13% of the Fortune 500, plus companies like Ramp, Figma, Chime, Calendly, and DocuSign, use Profound to turn AI Search from a black box into a measurable growth channel. Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we're a lean, fast-moving team across NYC, SF, Buenos Aires, and London, shipping at a relentless pace and defining a new category at the biggest shift in marketing in 25 years. If you want to do the best work of your career at the frontier of AI, come build it with us. As the Manager, Support Engineering, you’ll build and lead the team that keeps Profound running for our customers — from the first ticket of the day in London to the last incident page in San Francisco. You’ll hire the founding cohort of Support Engineers, design our follow-the-sun coverage model, and own the escalation systems that connect the front lines to Product and Engineering. This is a 0-to-1 build: you’ll set the standard for what “best in class” support looks like in the AI search category and partner closely with leaders across Customer Success, Engineering, Product, Sales, and Marketing to ensure every Profound customer — from Scale to Enterprise — gets answers that are fast, technical, and correct. What you’ll do - 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 - Partner with Engineering and Product to feed signal from the field into roadmap priorities, identify recurring defects, and shorten the loop between customer pain and shipped fixes - Collaborate with Customer Success and Account Management to define the technical support experience across Scale, Mid-Market, and Enterprise segments and to ensure clean handoffs from onboarding to steady-state support - Work with Sales and Solutions to support pre-sales technical questions, security and compliance reviews, and integration scoping for prospects evaluating Profound - Partner with Marketing on customer-facing communications during incidents, status page operations, and the public knowledge base - Build the tooling stack — ticketing, Slack-based support, on-call paging, internal runbooks, and AI-assisted triage — that lets the team scale faster than ticket volume - Develop deep expertise in Profound’s integrations surface area (Cloudflare, Vercel, AWS, CMSs like WordPress, Sanity, and Contentful, and the broader AI search ecosystem) and ensure your team is the most technically fluent voice the customer hears - Serve as the escalation point of last resort for the most complex customer situations — and as a hands-on contributor when the moment calls for it - Champion the voice of the customer internally and the voice of Profound externally, in writing and on calls with senior technical buyers Who you are - 5 or more years of experience in technical support, support engineering, customer engineering, or related technical customer-facing functions, with at least 2 years directly managing and developing engineers - Proven track record of building or rebuilding a support engineering function at a high-growth SaaS, developer