SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Composio is hiring an Engineering Support Lead to build and scale the technical support function for their AI-native automation platform. This is a hands-on leadership role combining direct customer support work with team building and organizational development.
You will own the support queue end-to-end—triage, technical investigation, customer communication, escalation, and resolution confirmation. You'll lead complex enterprise cases involving APIs, OAuth, SDKs, third-party integrations, and agent workflows, working closely with Engineering to diagnose failures and ship fixes. You'll build the operating model across San Francisco and Bangalore, designing queue ownership, shift handoffs, incident communication, and coverage models that match customer commitments.
Key responsibilities include: setting response and follow-up targets by customer tier and severity; reviewing case quality and customer outcomes; hiring, onboarding, and coaching technical support engineers; running case reviews and providing direct feedback; integrating AI into daily support workflows (intake, context gathering, investigation, drafting, follow-up) while maintaining clear human accountability; building demand and capacity views to inform staffing decisions; and partnering with Product, Engineering, and Field Development to turn customer case patterns into product improvements and self-serve guidance.
You'll shape how AI capabilities—context gathering, diagnosis suggestions, reply drafting—are brought into a live queue with quality checks and human accountability. Every difficult case is product signal; you'll drive that feedback loop to reduce future tickets and improve developer experience.
REQUIREMENTS:
- Currently lead or play a senior role in a technical support function, with hands-on experience owning live cases, escalations, queue health, and customer communication quality
- Proven track record hiring or coaching support engineers and improving team operations, with evidence of how customer outcomes changed
- Strong technical depth: can inspect requests and logs, reproduce ambiguous failures, reason about APIs and authentication, and work effectively with engineers on durable fixes
- Excellent written communication; can give useful next steps under uncertainty and stay with customers through resolution
- Experience designing coverage across locations, running escalations calmly, and making staffing decisions based on evidence
- Comfortable using AI tools in your own work; can identify where they improve support, check their output quality, and know when human judgment is required
NICE TO HAVE:
- Experience with developer platforms, API products, cloud infrastructure, or integration-heavy products
- Experience building support automation, agent workflows, evaluations, or human review systems
- Ability to read or ship Python or TypeScript fixes while working in support
- Familiarity with OAuth, webhooks, rate limits, MCP, and tools like Plain, Zendesk, or Intercom
- Experience building teams spanning the US and India
- Prior experience supporting an AI product
