Engineering Support Lead

Composio builds the AI-native automation layer for software teams, including SDKs, runtimes, and platform tooling for developers to compose, evaluate, and operate agentic workflows and AI-powered products. The Engineering Support Lead is a hands-on leadership role that stays close to customers and cases while hiring and developing the support team, running support across locations, and using AI to help people resolve more problems well. The role is based in San Francisco and is full time.

Responsibilities

Own the support queue end to end, including triage, technical investigation, customer updates, escalation, and confirmation of resolution; Lead complex enterprise cases, reproducing failures across APIs, OAuth, SDKs, third-party integrations, and agent workflows and giving Engineering a clear diagnosis; Build the operating model across San Francisco and Bangalore, including queue ownership, shift handoffs, incident communication, and coverage; Set response and follow-up targets by customer tier and severity, and review case quality, unresolved work, customer outcomes, and repeat contacts; Hire, onboard, and coach technical support engineers, run case reviews, and create growth paths; Bring AI into the daily support workflow and measure quality while keeping clear human ownership; Build a demand and capacity view to inform staffing and coverage decisions; Work with FDE, Product, and Engineering to turn customer case patterns into product fixes, self-serve guidance, and better developer experience

Requirements

Already leads or plays a senior role in a technical support function, with owned live cases, escalations, queue health, and customer communication quality; Has hired or coached support engineers and set clear ownership and service standards; Can inspect requests and logs, reproduce ambiguous failures, and reason about APIs and authentication; Writes clearly under uncertainty and stays with customers through resolution; Designs coverage across locations, runs escalations calmly, and makes staffing decisions using evidence; Uses AI tools in their own work and can identify where they improve support, how to check their output, and when a person must take over

Nice to have

Experience with a developer platform, API product, cloud infrastructure, or integration-heavy product; Experience building support automation, agent workflows, evaluations, or human review systems; Experience reading or shipping Python or TypeScript fixes while working in support; Familiarity with OAuth, webhooks, rate limits, MCP, and support tools such as Plain, Zendesk, or Intercom; Experience building a team that spans the US and India; Prior experience supporting an AI product