Teams at Exa (exa.ai)

Provide high-trust executive support to founders and C-suite: manage calendars, triage communications, coordinate meetings and recruiting, plan events and offsites, improve workflows, and handle ad-hoc operational tasks to keep the organization running smoothly.

Build and lead Exa’s global, AI-first 24/7 support organization. Hire and manage Support Engineers, establish tooling, SLAs, severity models, automations, and escalation processes, and oversee customer and engineering escalations. Use AI to resolve tickets efficiently, monitor account health and churn risks, partner with account teams, convert support trends into product improvements, and report on support performance. The role requires hands-on programming, API debugging, customer integration expertise, and technical leadership experience.

Provide around-the-clock technical support for Exa customers by troubleshooting APIs, SDKs, distributed systems, and integrations. Reproduce bugs, submit code fixes, escalate complex issues with detailed context, and own customer follow-up through resolution. Build AI-first support workflows, improve documentation and knowledge bases, manage ticket and SLA automation, coordinate follow-the-sun handoffs, monitor account risks, and convert recurring issues into product feedback and engineering fixes.