About FSAI RUN ServicesRUN 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.
About the RoleThis 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.
Responsibilities24/7 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
Minimum Qualifications- 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 Qualifications- Experience in AI product or platform companies
- Familiarity with LLM lifecycle management, model deprecation patterns, and prompt versioning
- Knowledge of observability tooling (OpenTelemetry, Datadog, Grafana, or equivalent) and telemetry schema design
- Experience building global or multi-region support teams across APAC and North America
- Exposure to enterprise AI governance, SOC2/ISO compliance requirements, and audit-ready operational artefacts
- Prior experience in a high-growth technology company
Why Join Us?- A high-performance culture
- State-of-the-art technology
- Experience world-class leadership
- Scale of impact and purpose
- A competitive salary and a huge growth trajectory
- Work with the best in the industry
- Flexible work environment
- Diversity and creativity
Disclaimer: We do not wish to be contacted by recruitment agencies. Our hiring process is managed in-house and the best way for candidates to express interest is by applying with your resume through our company website.
