Director of production support

Director of WRITER Production Support

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?

Benefits & Perks (US Full-time Employees)

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.

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