Manager,SupportEngineering

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. We are hiring AI Strategists, Business to do the strategic and analytical work of translating what AI systems say about brands into decisions that executives can act on. This role is high-visibility and high-judgment. You will work directly with marketers, operators, and senior leadership at some of the world's most recognized brands, helping them understand their AI presence, build the business case for AEO investment, and turn platform data into structured, boardroom-ready thinking. 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 Engineering for code-level issues, and customer communication playbooks for incidents - Own the team’s core metrics — first response time, time to resolution, SLA attainment, CSAT, backlog aging, and ticket deflection — and drive a culture of continuous