Overview Join to apply for the Director of production support role at WRITER .

Make sure to apply with all the requested information, as laid out in the job overview below. About This Role: As the Director of WRITER production support, you will lead the function that guarantees the operational success of our customers' mission-critical WRITER Agents. This is a unique leadership role with a dual mandate: first, to build and lead a world-class human support organization, and second, to architect the AI-driven future of that organization by agentifying our own support processes on the WRITER platform. Your first-hand experience building and delivering AI agents makes you uniquely qualified to lead this team. You understand the complexities of production AI from the inside out. You will be responsible for supporting everything from standardized vertical solutions to the highly complex, custom agents that power our customers' core operations, all while turning your own department into a showcase for AI-powered efficiency. This is a rare opportunity to build the support organization of the future, from the ground up. You will not just be managing a team; you will be a player-coach, a strategist, and a builder, creating a function that is both a world-class human support team and a living testament to the transformative power of the WRITER platform itself. Your responsibilities: Build the WRITER support team: Recruit, hire, and mentor a team of platform support engineers, prioritizing candidates who share a builder's mindset and a deep curiosity for how WRITER Agents work. Define the hiring profile for individuals who can effectively triage and debug issues within the WRITER.AI ecosystem, from platform-level configurations to the behavior of individual WRITER Agents. Agentify our own support: Develop and execute a roadmap to transform our support function using the WRITER.AI platform. Build a suite of internal agents to automate triage, diagnosis, knowledge retrieval, and resolution, creating a model for AI-driven operational excellence. Design the agent support process: Architect the entire production support workflow, establishing AI-first escalation paths and specialized triage processes for complex custom agents that involve the original builders when necessary. Own the agent knowledge base: Build and maintain our technical knowledge base for both human engineers and the support agents you build. Be the voice of the customer in crisis: Serve as the incident commander during P0 issues, guiding your team and communicating with credibility and confidence. Drive platform & agent insights: Implement and own all support metrics. Analyze data from human- and agent-led resolutions to provide insights into platform reliability and customer pain points. Is this you? An experienced technical support leader: 7+ years in technical support, with at least 3 years managing a team in an enterprise PaaS or API-first environment. A support transformation leader: Proven track record of transforming support using automation and AI; experience agentifying workflows. A proven AI builder: Hands-on experience building and delivering AI agents or similar complex AI solutions. Technically credible & hands-on: Proficient with bespoke software and understanding of custom agent failure modes; credibility with engineering and delivery teams. A process builder: Experience designing scalable support processes, ticketing workflows, and SLAs for a technical product. A cross-functional partner: Skilled at influencing teams to ensure stability of the WRITER.AI ecosystem. Benefits & Perks (US Full-time Employees): Generous PTO, plus company holidays Medical, dental, and vision coverage for you and your family Paid parental leave for all parents (12 weeks) Fertility and family planning support Early-detection cancer testing through Galleri Flexible spending account and dependent FSA options Health savings account for eligible plans with company contribution Annual work-life stipends for: home office setup, cell phone, internet Wellness stipend for gym, massage/chiropractor, personal training, etc. Learning and development stipend Company-wide off-sites and team off-sites Competitive compensation, company stock options and 401k WRITER is an equal-opportunity employer and is committed to diversity. We don’t make hiring or employment decisions based on protected characteristics. We will consider qualified applicants with arrest and conviction records under applicable law. By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice. Job details Seniority level: Director Employment type: Full-time Job function: Marketing, Public Relations, and Writing/Editing Industries: Software Development

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