WRITER is hiring: Director of production support (San Francisco) in San Francisc

Director of Production Support Join to apply for the Director of production support role at WRITER . As the Director of WRITER production support, you will lead the function that guarantees the operational success of our customers' missioncritical WRITER Agents. This is a unique leadership role with a dual mandate: first, build and lead a worldclass human support organization, and second, to architect the AIdriven future of that organization by agentifying our own support processes on the WRITER platform. Your firsthand 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 AIpowered 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 playercoach, a strategist, and a builder, creating a function that is both a worldclass human support team and a living testament to the transformative power of the WRITER platform itself. 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. AI ecosystem, from platformlevel 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. You will eat our own dog food, building a suite of internal agents to automate triage, diagnosis, knowledge retrieval, and resolution, creating a model for AIdriven operational excellence. Design the agent support process: Architect our entire production support workflow, establishing definitive, AIfirst escalation paths. Champion and build our technical knowledge base, with a focus on making this knowledge accessible to 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, leveraging your deep technical understanding of WRITER agents to guide your team and communicate with credibility and confidence. Drive platform & agent Insights: Implement and own all support metrics. You will analyze data from both human and agentled resolutions to provide the WRITER product organization with unparalleled insights into platform reliability and customer pain points. An experienced technical support leader: You have 7+ years of experience in technical support, with at least 3 years spent managing a team in an enterprise PaaS or APIfirst environment. A support transformation leader: You have a proven track record of not just managing a support function, but fundamentally transforming it using automation and AI. You have personally used an AI platform to agentify and improve support workflows. You have demonstrable, handson experience building and delivering AI agents or similar complex AI solutions. You don't just manage the technologyyou have built it. You are adept at navigating bespoke software and understand that custom agents have unique failure modes. Your past experience as a builder gives you immediate credibility with engineering and delivery teams. You love creating order from chaos and have a proven track record of designing scalable support processes, ticketing workflows, and SLAs for a technical product. You are skilled at working with and influencing teams you don't directly manage to ensure the stability of the entire WRITER.Benefits & Perks (US Fulltime Employees) Generous PTO, plus company holidays Medical, dental, and vision coverage for you and your family Fertility and family planning support Flexible spending account and dependent FSA options Health savings account for eligible plans with company contribution Home office setup, cell phone, internet Wellness stipend for gym, massage/chiropractor, personal training, etc. Competitive compensation, company stock options and 401k WRITER is an equalopportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice. #