Senior Customer Support Engineering Manager, Twelve Labs

• Have 5–8+ years of experience in technical support, solutions engineering, or dev-focused customer success — with 2+ years in a leadership role
• Are comfortable reading and debugging code (Python and JavaScript preferred)
• Understand or are eager to learn the fundamentals of ML, generative AI, or media pipelines
• Have a strong track record of building high-performing support teams and support systems from scratch
• Communicate with clarity, empathy, and precision — even under pressure
• Thrive in fast-paced, ambiguous environments where your decisions shape company-wide systems

Desirable

• As our first Customer Support Engineering Manager, you’ll lead and scale our customer support engineering function from the ground up
• You'll be responsible for building the team, designing support strategies, and ensuring exceptional technical support experiences for our users
• This is a high-impact role that blends hands-on technical expertise with team leadership and cross-functional collaboration
• You’ll act as the strategic and operational leader of the support function, guiding our support engineers while working closely with the science, product, and engineering (SPE) teams
• This is an opportunity to shape how TwelveLabs supports its most technical users — and define the long-term vision of customer support
• Build and lead the support engineering team: Hire, mentor, and develop a team of high-performing technical support engineers
• Define and scale support processes: Architect support workflows and ticketing structures using tools like HubSpot, Clay, and Linear
• Set and monitor KPIs: Own performance metrics such as response times, resolution SLAs, CSAT/NPS, and support engineering productivity
• Serve as a technical escalation point: Support your team in debugging complex issues across our product
• Coordinate across SPE teams: Facilitate cross-functional problem-solving between support, engineering, and product teams
• Lead high-touch support for strategic customers: Step in directly when needed to support key enterprise accounts and unblock critical issues
• Optimize support systems: Evaluate and implement support tools, automation, and self-service strategies
• Champion knowledge management: Oversee the development of both internal and external documentation, FAQs, and debugging guides
• Drive proactive support strategies: Reduce ticket volume and increase satisfaction by identifying product friction points and advocating for upstream improvements
• Be the voice of the customer: Synthesize support insights into actionable feedback for product and engineering teams
• Enable customer retention and growth: Collaborate with sales and solutions teams to drive adoption, renewals, and satisfaction
• Represent TwelveLabs' technical expertise: Build trust and long-term relationships with technical stakeholders across our customer base