Customer Support Engineering Lead

About the role

Gradial is hiring our first Customer Support Engineering Lead to own and automate the post-onboarding support experience for production customers. This is a customer-facing role for someone who can learn complex technical workflows quickly, resolve issues with urgency, and use AI tools and coding agents to make support triaging more scalable over time. You'll partner closely with customers, Forward Deployed Product Managers, Product, and Engineering to improve how issues are triaged, resolved, and fed back into the product. This role is ideal for a builder; someone who wants to scope and architect a new system for scale. You should see support as an opportunity to build leverage. You'll help shape how Gradial uses AI agents, tooling, and process to deliver a faster, smarter support experience. Over time, you'll also build the team and scale the function

Responsibilities