Customer Support Engineering, Sr. Manager

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not specified

Twelve Labs is pioneering the development of cutting-edge multimodal foundation models that comprehend videos like humans do. Our models redefine video-language modeling, transforming how we interact with and analyze media. Backed by $107 million in Seed and Series A funding from top-tier venture capital firms and AI visionaries, we are headquartered in San Francisco with an APAC presence in Seoul. We value uniqueness and are looking for motivated individuals to join us in revolutionizing video understanding and multimodal AI.

About the Role

As the first Customer Support Engineering Manager, you will lead and scale the customer support engineering function from the ground up. This high-impact role involves building the team, designing support strategies, and ensuring exceptional technical support experiences. You will blend hands-on technical expertise with team leadership and cross-functional collaboration, acting as the strategic and operational leader of the support function.

Responsibilities

• Build and lead the support engineering team: Hire, mentor, and develop a team of high-performing technical support engineers.
• Define and scale support processes: Architect support workflows and ticketing structures using tools like HubSpot, Clay, and Linear.
• Set and monitor KPIs: Own performance metrics such as response times, resolution SLAs, CSAT/NPS, and support engineering productivity.
• Serve as a technical escalation point: Support your team in debugging complex issues across our product.
• Coordinate across SPE teams: Facilitate cross-functional problem-solving between support, engineering, and product teams.
• Lead high-touch support for strategic customers: Step in directly to support key enterprise accounts and unblock critical issues.
• Optimize support systems: Evaluate and implement support tools, automation, and self-service strategies.
• Champion knowledge management: Oversee the development of internal and external documentation, FAQs, and debugging guides.
• Drive proactive support strategies: Reduce ticket volume and increase satisfaction by identifying product friction points and advocating for upstream improvements.
• Be the voice of the customer: Synthesize support insights into actionable feedback for product and engineering teams.
• Enable customer retention and growth: Collaborate with sales and solutions teams to drive adoption, renewals, and satisfaction.
• Represent TwelveLabs' technical expertise: Build trust and long-term relationships with technical stakeholders across our customer base.

Requirements

• 5–8+ years of experience in technical support, solutions engineering, or dev-focused customer success.
• 2+ years in a leadership role.
• Comfortable reading and debugging code (Python and JavaScript preferred).
• Understanding or eagerness to learn the fundamentals of ML, generative AI, or media pipelines.
• Strong track record of building high-performing support teams.