Head of Support Engineering

We are hiring a Head of Support Engineering who isn’t afraid to do the job before scaling the team.

We are looking for someone who will learn every inch and corner of the product. Someone who cares as much about our smallest customers as our biggest; our quietest and our loudest. Someone who sweats the details, can never have enough context, and believes there is no task beneath them. Someone who will be the first into the fire, and the last one out with a root cause analysis in tow.

This role isn’t made for your typical Head of Customer Success or Support the work moves extraordinarily fast, the problems are complex and technical, and the decisions you make will have real impact across our customers, products, and business.

Who you are

• You have a technical product mindset. You go beyond helping customers with the task at hand. You are able to intuitively identify product gaps based on customer feedback, and are able to articulate those to product and engineering teams. You are familiar with developerfirst products (working with APIs, JSON, LLMs, etc).

• You move fast. We move fast as an organization. Our median response time to customers during business hours is 8 minutes which we think is slow. This requires an ability to match our pace and not get lost when responding with urgency (both externally to customers and internally to stakeholders).

• You have customerfacing experience: You have worked directly with customers; ideally within support engineering, product operations, sales engineering, consulting, or adjacent roles.

• You are exceptional at staying on top of many open threads simultaneously. You are hyperresponsive, organized, and thorough. You instinctively document decisions and processes to avoid repeat problems. You know when to zoom in to the details or zoom out to reprioritize. You never drop balls.

• You do what it takes to get the job done. You are resourceful, selfmotivating, selfdisciplined, receptive to feedback, and don’t wait to be told what to do. You put in the hours.

• You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value. You keep customers at the center of your work and always prioritize customer relationships.

• You are a leader. You know what it takes to hire and develop the best. You know that the strongest leaders are also highperforming individual contributors. You are not afraid to do the work and lead by example.

• What youll do

  • Take on responsibility for the people, priorities, and performance of the Support Engineering function.

  • Be directly responsible for the technical success of all customers, from those in a proofofconcept period through production.

  • Build out the systems and processes to ensure customers are being onboarded successfully and as quickly as possible.

  • Be the primary owner of all major incidents, outages, and escalations.

  • Identify product gaps and signals from customers and relay those as welldocumented issues to product and engineering teams for review and implementation. Ensure the loop is closed with customers.

  • Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling selfservice customer adoption.

  • Build tooling and systems to scale the systems and team.

  • At Stedi, were looking for people who are deeply curious and aligned to our ways of working. Youre encouraged to apply even if your experience doesnt perfectly match the job description.