{"id":3194721,"url":"https://alion.io/job/tensorx-technical-support-manager","title":"Technical Support Manager","company":{"id":2153149,"name":"TensorX","domain":"tensorx.ai","url":"https://alion.io/company/tensorx","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HireHive","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dublin, Ireland"],"countries":["IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude Code","optional":false},{"name":"GitHub","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"OpenAI","optional":false},{"name":"OpenAI Codex","optional":false},{"name":"LLM","optional":true}],"status":"live","first_seen_at":"2026-09-11T14:00:14Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-26T06:15:29Z","board_verified":true,"closed_at":null,"days_open":44,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":44},"description":"Overview\nTensorX is a sovereign AI infrastructure platform headquartered in Dublin. We run frontier open-weight large language models on our own NVIDIA Blackwell GPUs in European datacentres, under EU jurisdiction. Customers reach them through a drop-in OpenAI-compatible API. Nothing they send is retained after the request completes. We serve regulated enterprises in finance, healthcare and government as well as developers and AI platforms. We help them adopt AI without compromising on data privacy, compliance or performance.\nWe are hiring a Technical Support Manager to build out and run our customer support function. You will take ownership of support from day one and turn it into a reliable, scalable function as our user base grows. You will work closely with the founding team and Engineering; reporting line to be confirmed as the commercial team grows.\nThis is a hands-on player-manager role. You will work the queue yourself while strengthening process, tooling and the team around you, including out-of-hours cover. Our customers range from developers integrating OpenAI-compatible APIs through to regulated enterprises with stricter operational expectations. You will need to be calm under pressure, technically credible and able to turn recurring themes into better docs, better automation and clearer escalation into engineering.\nWe are an AI-native team. Tools such as Claude Code and Codex are part of our daily workflow and materially accelerate how we build and operate systems. We value people who can ship practical support systems quickly without drowning a small company in process.\nResponsibilities\nOwn Support - Take ownership of the support queue: response times, resolution quality and customer communication.\n\nBuild the Function - Define tiers, severity definitions, escalation paths and service level targets, then hold the company to them.\n\nTooling and Automation - Own support tooling (likely Intercom, Jira and GitHub) and drive first-line automation, including AI-assisted triage that pulls context from tickets and usage logs before a human picks up the case.\n\nEscalation into Engineering - Run the escalation path into engineering, including out-of-hours paging, and make sure it works cleanly in both directions.\n\nKnowledge Base and Runbooks - Build and maintain customer-facing documentation and internal runbooks so the same question is not answered twice from scratch.\n\nTeam Leadership - Lead and grow the support team as volume increases, including cover outside Irish business hours. Coach engineers to diagnose API and integration issues end to end - auth, quotas, latency, errors and logs - not just pass tickets along.\n\nVoice of the Customer - Report on volume, themes and recurring product defects, and make sure those themes reach engineering with enough context to act.\n\nCustomer Trust - Protect the customer experience as we scale: clear communication, honest timelines and no silent failures.\n\nWhat Success Looks Like\nWithin the first 6-12 months you will have:\nDefined and run clear severity levels with sensible first-response and resolution targets\n\nStabilised queue health (backlog age, reopen rate and handoff quality)\n\nRaised self-serve deflection through a useful knowledge base and runbooks\n\nMade escalations into engineering clear, complete and actionable, including out-of-hours cover that works\n\nBuilt a feedback loop so recurring support themes turn into product and docs fixes\n\nLed and grown the support team, including coaching existing engineers and hiring as volume requires\n\nSkills & Experience\n5+ years in technical support or a closely related customer-facing technical role, with at least 2 years leading a team or function\n\nGenuine player-manager who is willing and able to work the queue yourself, not only manage it\n\nTechnically credible with APIs, HTTP status codes, logs and reading an error trace\n\nExperience building out a support function rather than only inheriting a mature one\n\nExcellent written English and a calm, clear manner with customers\n\nComfortable working hybrid from Dublin\n\nNice to Have\nExperience supporting a developer or API product\n\nFamiliarity with Intercom, Jira, GitHub and billing tools\n\nExposure to AI-assisted support automation\n\nExperience running follow-the-sun or out-of-hours rotas\n\nFamiliarity with LLM/API products (latency, errors, auth, quotas)\n\nExperience supporting customers in regulated industries\n\nEducation & Qualifications\nBSc/MSc in a technical or related discipline OR equivalent practical experience\n\nRemuneration\nHighly competitive package, dependent on experience\n\n25 days paid annual leave\n\nHybrid working from our centrally located Dublin office\n\nFree inference tokens!\n\n******* NO AGENCY ASSISTANCE REQUIRED *******","description_format":"text","description_chars":4744,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Annual leave","Hybrid work"],"hiring_locations":[{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Compute & Inference","AI Chips & Accelerators"],"lifecycle":[{"event":"open","at":"2026-10-24T03:54:25Z"}],"visa":[],"liveness":{"score":20,"band":"cold","label":"Long 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