Manager, Support Engineering

Profound is the marketing platform for the AI era. As people increasingly turn to ChatGPT, Perplexity, and Gemini to decide what to buy, we give brands the intelligence to see how AI represents them and the Agents to act on it. Today, ~13% of the Fortune 500, plus companies like Ramp, Figma, Chime, Calendly, and DocuSign, use Profound to turn AI Search from a black box into a measurable growth channel.

Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we're a lean, fast-moving team across NYC, SF, Buenos Aires, and London, shipping at a relentless pace and defining a new category at the biggest shift in marketing in 25 years. If you want to do the best work of your career at the frontier of AI, come build it with us.

As the Manager, Support Engineering, you’ll build and lead the team that keeps Profound running for our customers — from the first ticket of the day in London to the last incident page in San Francisco. You’ll hire the founding cohort of Support Engineers, design our follow-the-sun coverage model, and own the escalation systems that connect the front lines to Product and Engineering. This is a 0-to-1 build: you’ll set the standard for what “best in class” support looks like in the AI search category and partner closely with leaders across Customer Success, Engineering, Product, Sales, and Marketing to ensure every Profound customer — from Scale to Enterprise — gets answers that are fast, technical, and correct.

What you’ll do

- Stand up Profound’s Support Engineering function from the ground up — hire, onboard, and develop a global team of technical Support Engineers

- Design and operate a 24/7 follow-the-sun coverage model, with clear on-call rotations, paging policies, and handoff rituals between regions

- Manage workload distribution and capacity as ticket volume and product complexity grow

- Build the escalation system end-to-end: severity matrices, response and resolution SLAs, paths into Engine...