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Director of production support

3 weeks ago

New York, New York, United States Writer Full time

About this role

As the Director of WRITER production support, you will lead the function that guarantees the operational success of our customers' mission-critical WRITER Agents. This is a unique leadership role with a dual mandate: first, to build and lead a world-class human support organization, and second, to architect the AI-driven future of that organization by agentifying our own support processes on the WRITER platform.

Your first-hand experience building and delivering AI agents makes you uniquely qualified to lead this team. You understand the complexities of production AI from the inside out. You will be responsible for supporting everything from standardized vertical solutions to the highly complex, custom agents that power our customers' core operations, all while turning your own department into a showcase for AI-powered efficiency.

This is a rare opportunity to build the support organization of the future, from the ground up. You will not just be managing a team; you will be a player-coach, a strategist, and a builder, creating a function that is both a world-class human support team and a living testament to the transformative power of the WRITER platform itself.

Your responsibilities:

  • Build the WRITER support team: Recruit, hire, and mentor a team of platform support engineers, prioritizing candidates who share a builder's mindset and a deep curiosity for how WRITER Agents work. You will define the hiring profile for individuals who can effectively triage and debug issues within the WRITER.AI ecosystem, from platform-level configurations to the behavior of individual WRITER Agents.

  • Agentify our own support: Develop and execute a roadmap to transform our support function using the WRITER.AI platform. You will "eat our own dog food," building a suite of internal agents to automate triage, diagnosis, knowledge retrieval, and resolution, creating a model for AI-driven operational excellence.

  • Design the agent support process: Architect our entire production support workflow, establishing definitive, AI-first escalation paths. This includes creating specialized triage processes for custom complex agents that directly involve the original builders when necessary.

  • Own the agent knowledge base: Champion and build our technical knowledge base, with a focus on making this knowledge accessible to both human engineers and the support agents you build.

  • Be the voice of the customer in crisis: Serve as the incident commander during P0 issues, leveraging your deep technical understanding of WRITER agents to guide your team and communicate with credibility and confidence.

  • Drive platform & agent Insights: Implement and own all support metrics. You will analyze data from both human- and agent-led resolutions to provide the WRITER product organization with unparalleled insights into platform reliability and customer pain points.

Is this you?

  • An experienced technical support leader: You have 7+ years of experience in technical support, with at least 3 years spent managing a team in an enterprise PaaS or API-first environment.

  • A support transformation leader: You have a proven track record of not just managing a support function, but fundamentally transforming it using automation and AI. You have personally used an AI platform to agentify and improve support workflows.

  • A proven AI builder: You have demonstrable, hands-on experience building and delivering AI agents or similar complex AI solutions. You have likely been an AI Architect, , a Solutions Architect, or held a similar role in the past. You don't just manage the technology—you have built it.

  • Technically credible & hands-on: You are adept at navigating bespoke software and understand that custom agents have unique failure modes. Your past experience as a builder gives you immediate credibility with engineering and delivery teams.

  • A process builder: You love creating order from chaos and have a proven track record of designing scalable support processes, ticketing workflows, and SLAs for a technical product.

  • A cross-functional partner: You are skilled at working with and influencing teams you don't directly manage to ensure the stability of the entire WRITER.AI ecosystem.


Benefits & perks (US Full-time employees)

  • Generous PTO, plus company holidays

  • Medical, dental, and vision coverage for you and your family

  • Paid parental leave for all parents (12 weeks)

  • Fertility and family planning support

  • Early-detection cancer testing through Galleri

  • Flexible spending account and dependent FSA options

  • Health savings account for eligible plans with company contribution

  • Annual work-life stipends for:

    • Home office setup, cell phone, internet

    • Wellness stipend for gym, massage/chiropractor, personal training, etc.

    • Learning and development stipend

  • Company-wide off-sites and team off-sites

  • Competitive compensation, company stock options and 401k

WRITER is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice.