Engineering Support Lead

About the role

ENGINEERING SUPPORT LEAD

Location: San Francisco · Full time

ABOUT COMPOSIO

Composio builds the AI-native automation layer for software teams: SDKs, runtimes, and platform tooling that let developers compose, evaluate, and operate agentic workflows and AI-powered products. Our systems must be reliable at scale - agents must act correctly, integrations must be robust, and integration needs to be an autonomous, observable function that accelerates engineering rather than slowing it.

ABOUT THE ROLE

We are hiring an Engineering Support Lead who is already doing technical support work and is ready to build the function for the AI era. You know the reality of a live queue, difficult escalations, customer communication, and coaching support engineers. Now you want to build the team, standards, and systems that make great support repeatable as Composio grows.

This is a hands-on leadership role. You will stay close to customers and cases while hiring and developing the team, running support across locations, and using AI to help people resolve more problems well.

THE FRONTIER YOU'LL WORK ON

- AI can gather context, suggest a diagnosis, and draft a reply. A strong support leader knows how to bring those capabilities into a real queue, check their quality, and keep a person accountable for the customer's outcome. You will shape that system.

- Every difficult case is product signal. You will turn recurring failures across auth, SDKs, integrations, and agent workflows into fixes, clearer docs, better tools, and fewer future tickets.

- Support must scale across time zones without losing ownership. You will build the coverage, handoffs, coaching, and escalation paths that make the experience consistent for customers and sustainable for the team.

WHAT WILL YOU DO?

- Own the support queue end to end: triage, technical investigation, customer updates, escalation, and confirmation of resolution.

- Lead complex enterprise cases. Reproduce failures across APIs, OAuth, SDKs, third-party integrations, and agent workflows; give Engineering a clear diagnosis and stay accountable while a fix ships.

- Build the operating model across San Francisco and Bangalore, including queue ownership, shift handoffs, incident communication, and coverage that matches our commitments.

- Set useful response and follow-up targets by customer tier and severity. Review case quality, unresolved work, customer outcomes, and the reasons customers contact us again.

- Hire, onboard, and coach technical support engineers. Run case reviews, give direct feedback, and create paths for people to grow in support and engineering-adjacent work.

- Bring AI into the daily support workflow. Use Composio and work with our applied AI engineers to improve intake, context gathering, investigation, drafting, and follow-up; measure quality and keep clear human ownership when a workflow fails.