Head of Product Support

About the role

At Future Secure AI, we're building something genuinely new - and we're looking for people bold enough to build it with us. We work at the frontier of AI, tackling big, real-world problems for global enterprises across multiple industries, armed with state-of-the-art technology and a culture that prizes courage, rigor, and relentless curiosity. Our BRAVER values aren't just words on a wall - they describe the kind of people we are and the standard we hold ourselves to every day. Our leadership team is entrepreneurial, experienced, and accessible, with an open-door policy that means you'll never be just a number here. We invest seriously in your growth because we know our success depends on yours. If you're ready to work alongside some of the brightest minds in the industry, push into uncharted territory, and do work that genuinely matters, Future Secure AI is the place for you. About FSAI RUN Services RUN is FSAI's managed operations service for customer AI Co-Workers (AICWs) in production. It delivers ongoing technical support, performance optimization, and full lifecycle management across our global fleet. With RUN, FSAI becomes an always-on operational partner - embedded in how each customer's enterprise runs every day. This is a foundational leadership hire. You will be the first dedicated Head of Product Support at FSAI, based in Austin at our global headquarters. You will be responsible for building and leading the team that keeps every customer AICW running reliably, every hour of the day. In addition to the US, the role will involve management of support operations across APAC and Canada, with other geographies being added as our customer base grows.

Responsibilities

• 24/7 Fleet Operations
• Establish and run 24/7 monitoring operations across the global AICW fleet from Austin and incorporating satellite offices
• Own SLA-based incident response and resolution end-to-end, ensuring customers never feel a fault before FSAI resolves it
• Build and enforce incident management frameworks covering detection, triage, escalation, resolution, and post-incident review
• Maintain and report on operational KPIs including availability, latency, error rate, and SLA adherence across all deployed AICWs
• Platform Lifecycle Management
• Oversee platform upgrades and AICW version management across the customer fleet, coordinating with Engineering and Delivery teams
• Manage model deprecation cycles, proactively transitioning customer AICWs off deprecated LLMs onto current frontier models with zero disruption
• Monitor back pressure and saturation signals across AICW infrastructure and work with customers on performance enhancements
• Manage license and dependency expiration tracking across the fleet
• Customer-Facing Operations
• Produce monthly operational reports for RUN customers, covering fleet health, incident summaries, and platform activity
• Support customer engagement sessions, demonstrating operational credibility and fleet-wide visibility
• Serve as the operational point of escalation for customer-reported incidents, owning communication through to resolution
• Partner with Product, Engineering, and Economies teams to feed operational findings back into the product and sales process
• Team Building and Global Expansion
• Build an Austin technical support team in line with the ramp up in AICWs deployed
• Lead the build-out of technical support teams in APAC (Sydney) and Canada (Toronto), establishing consistent operational standards globally
• Define hiring plans, team structures, on-call rotations, and career frameworks for a follow-the-sun support model
• Establish tooling, runbooks, escalation paths, and training programmes that scale as the fleet grows
• Telemetry and Observability
• Operate across the full AICW telemetry stack: identity and context, operational performance, audit and governance, business outcomes, model quality, and global benchmarking signals
• Work with Product and Engineering teams to turn operational telemetry into actionable support triggers and escalation criteria
• Partner with Product and Engineering on the product roadmap for observability tooling

Requirements

• 7+ years in technical product support, with at least 3 years in a leadership role managing a team
• Proven experience building and leading 24/7 on-call or follow-the-sun support operations at scale
• Experience managing a team of support engineers
• Strong understanding of SLA frameworks, incident management processes, and operational metrics
• Hands-on experience with cloud infrastructure, Kubernetes, and distributed systems, with comfort diagnosing degradation signals and infrastructure health issues
• Experience supporting AI, ML, or LLM-based systems in production environments
• Proven ability to manage customer-facing escalations at a senior level with clear, confident communication
• A builder mentality - capable of creating process, structure, and team capability from scratch
• Preferred Qualifi

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