Runware

Generative AI platform with fast inference

Technical Support Manager

Customer SupportConfirmed live in the last 24 hours

Full-timeRemote in UK

About the Job

Requirements

Several years of experience leading technical support or support engineering teams at an API-first, developer tools, cloud, or infrastructure company, including experience building or scaling a support function rather than only managing an established one.
Strong technical depth in APIs, logs, metrics, and distributed systems, with the ability to read code and independently investigate complex technical issues.
Proven experience automating support operations and reducing escalations to Engineering.
Experience defining support tiers, service-level agreements, coverage models, and support key performance indicators.
Comfort with ambiguity and building from scratch, with a proactive, hands-on approach to solving problems.

Responsibilities

Define and implement the support model for each product line, including customer tiers, service-level agreements, coverage including 24/7 for priority customers, and escalation paths.
Develop the hiring plan, recruit, onboard, and grow support engineers and team leads.
Establish Support as the first point of contact for technical inquiries from existing customers, newly onboarded customers, and prospects testing the platform, with clear handoffs to Sales and Customer Success.
Take ownership of issues currently handled by Engineering, close knowledge, access, and tooling gaps, and increase the proportion of issues resolved within Support.
Automate routing, triage, AI-assisted first responses, self-service, and workflows using Pylon and other relevant tools.
Track ticket volumes, response and resolution times, escalations, recurring issues, and customer risks by product line and customer tier.
Stay hands-on with complex investigations and incidents, provide technical guidance to the team, and communicate clearly with customers when needed.
Build and maintain the knowledge base, playbooks, and runbooks to enable the team to scale without relying on individual expertise.

Desired Qualifications

Experience supporting AI/ML inference, GPU infrastructure, or serverless compute products.
Hands-on experience with AI-assisted support tooling and automation.
Exposure to support platforms such as Pylon, Zendesk, Intercom, Jira, Linear, or GitHub Issues.
Exposure to monitoring and debugging tools and practices such as Datadog, Grafana, logs, metrics, tracing, and dashboards.
Exposure to APIs and developer tools such as Postman, REST APIs, JSON, and HTTP status codes.
Exposure to documentation tools such as Notion, Confluence, and GitHub Docs.

Technical Support Manager

Runware · United Kingdom (Remote) · Full-time · Posted 2026-11-03

Workplace: remote

Department: Revenue Team

Description

We're looking for a Technical Support Manager to own and scale Runware's technical support function.

You'll define how support operates across all our product lines, including media generation APIs, Serverless, LLMs, and dedicated GPU capacity, and build the team, processes, and automation needed to deliver it.

You'll lead our existing support team, stay technically involved to help resolve complex issues, and serve as the main point of coordination with Engineering, Product, Sales, and Customer Success.

You'll report to the Head of Customer Business Operations.

What this person will do

Own the support function end to end: define and implement the support model for each product line, including customer tiers, SLAs, coverage (including 24/7 for priority customers), and escalation paths.
Build and scale the team: develop the hiring plan, recruit, onboard, and grow support engineers and team leads.
Establish support as the first point of contact for technical inquiries from existing customers, newly onboarded customers, and prospects testing the platform, with clear handoffs to Sales and Customer Success.
Reduce dependency on Engineering: take ownership of issues currently handled by Engineering, close knowledge, access, and tooling gaps, and increase the proportion of issues resolved within Support.
Drive support automation: automate routing, triage, AI-assisted first responses, self-service, and workflows using Pylon and other relevant tools.
Establish reporting and visibility: track ticket volumes, response and resolution times, escalations, recurring issues, and customer risks by product line and customer tier.
Stay hands-on with complex investigations and incidents, providing technical guidance to the team and communicating clearly with customers when needed.
Build and maintain the knowledge base, playbooks, and runbooks to enable the team to scale without relying on individual expertise.

Requirements

Several years of experience leading technical support or support engineering teams at an API-first, developer tools, cloud, or infrastructure company, including experience building or scaling a support function rather than only managing an established one.
Strong technical depth in APIs, logs, metrics, and distributed systems, with the ability to read code and investigate complex technical issues independently.
Proven experience automating support operations and reducing escalations to Engineering.
Experience defining support tiers, SLAs, coverage models, and support KPIs.
Comfort with ambiguity and building from scratch, with a proactive, hands-on approach to solving problems.

Strong differentiators

Experience supporting AI/ML inference, GPU infrastructure, or serverless compute products.
Hands-on experience with AI-assisted support tooling and automation.

Tools & systems exposure:

Support platforms: Pylon, Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar.
Monitoring & debugging: Datadog, Grafana, logs, metrics, tracing, dashboards.
APIs & developer tools: Postman, REST APIs, JSON, HTTP status codes.
Documentation: Notion, Confluence, GitHub Docs.

Time zone & location guidance

Europe time zone preferred, with sufficient overlap across US and Asia hours to coordinate support coverage.

Benefits

We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.

Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.

Generous paid time off – vacation, sick days, public holidays
Meaningful stock options – share in the upside you create
Flexible hours – own your schedule outside core collaboration blocks
Family leave – paid maternity, paternity, and caregiver time
Company retreats – twice-yearly gatherings in inspiring locations

Apply

Apply at Runware

About the Company

Runware

Generative AI platform with fast inference

Runware.ai provides a fast, cost-effective platform to deploy AI-generated content through an API that hides infrastructure complexity. It runs AI workloads on custom hardware in renewable-energy data centers using the Sonic Inference Engine, with real-time WebSocket connections for low-latency, scalable performance. It differentiates itself with a proprietary engine, dedicated hardware, built-in redundancy, autoscaling, GPU allocation, and access to over 188,000 models, enabling seamless integration without ML expertise. Its goal is to democratize access to generative AI for businesses by making it easy to add AI capabilities without heavy hardware costs or specialized know-how.

Company size: 51-200
Company stage: Series A
Total funding: $66M
Headquarters: London, United Kingdom
Founded: 2023

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