Director of production support at Writer

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

AI, TechnologyIndustries

Requirements

7+ years of experience in technical support, with at least 3 years managing a team in an enterprise PaaS or API-first environment
Proven track record of transforming a support function using automation and AI, including personally using an AI platform to agentify and improve support workflows
Demonstrable, hands-on experience building and delivering AI agents or similar complex AI solutions (e.g., as an AI Architect, Solutions Architect, or similar role)
Technically credible and hands-on, adept at navigating bespoke software and understanding unique failure modes of custom agents
Proven track record as a process builder, creating order from chaos

Responsibilities

Build the WRITER support team: Recruit, hire, and mentor a team of platform support engineers with a builder's mindset and deep curiosity for WRITER Agents; define hiring profile for triaging and debugging issues in the WRITER.AI ecosystem
Agentify our own support: Develop and execute a roadmap to transform the support function using the WRITER.AI platform, building internal agents for triage, diagnosis, knowledge retrieval, and resolution
Design the agent support process: Architect the entire production support workflow with AI-first escalation paths, including specialized triage for custom complex agents involving original builders
Own the agent knowledge base: Champion and build the technical knowledge base, making it accessible to human engineers and support agents
Be the voice of the customer in crisis: Serve as incident commander during P0 issues, guiding the team and communicating with credibility using deep technical understanding of WRITER agents
Drive platform & agent insights: Implement and own support metrics; analyze data from human- and agent-led resolutions to provide insights into platform reliability and customer pain points

Skills

Key technologies and capabilities for this role

AI AgentsProduction SupportTriageDebuggingPlatform EngineeringRecruitingHiringMentoringRoadmap DevelopmentAutomationKnowledge Retrieval

Questions & Answers

Common questions about this position

What is the work location or arrangement for this role?

The position is hybrid.

What experience level is required for this role?

You need to be an experienced technical support leader with 7+ years of experience.

What are the main responsibilities in this position?

Responsibilities include building the WRITER support team by recruiting and mentoring engineers, agentifying support processes using the WRITER platform, designing workflows, owning the knowledge base, handling crises, and driving insights from support metrics.

What kind of team culture or mindset is Writer looking for?

The company prioritizes candidates with a builder's mindset and deep curiosity for how WRITER Agents work, in a player-coach environment where you build the support organization from the ground up.

What makes a strong candidate for the Director of Production Support role?

First-hand experience building and delivering AI agents, plus experience as a technical support leader with 7+ years, particularly in triaging and debugging issues in AI ecosystems.

Writer

AI platform for business process optimization

About Writer

Writer.com provides a platform that uses artificial intelligence to enhance business processes for various clients, including major companies. The platform integrates Large Language Models (LLMs), Natural Language Processing (NLP), and Machine Learning (ML) to tailor AI solutions to a client's specific brand and knowledge. LLMs generate human-like text, NLP helps computers understand human language, and ML enables learning from data. Writer's platform is built on secure, enterprise-grade LLMs called Palmyra, which are designed to be open and transparent, ensuring that client data is never used for training. This allows clients to self-host the models, giving them control and visibility over their data. The platform assists businesses in speeding up processes and generating customized outputs, such as summaries and insights, while adhering to legal and brand guidelines. Writer.com operates on a subscription-based model, where clients pay a recurring fee for access to its features.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$317.1MTotal Funding

SERIES_CCompany Stage

Data & Analytics, Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees