Customer Support Engineering, Sr. Manager

Who we are

At Twelve Labs, we are pioneering the development of cutting-edge multimodal foundation models that have the ability to comprehend videos just like humans do. Our models have redefined the standards in video-language modeling, empowering us with more intuitive and far-reaching capabilities, and fundamentally transforming the way we interact with and analyze various forms of media.

With a remarkable $107 million in Seed and Series A funding, our company is backed by top-tier venture capital firms such as NVIDIA’s NVentures, NEA, Radical Ventures, and Index Ventures, and prominent AI visionaries and founders such as Fei-Fei Li, Silvio Savarese, Alexandr Wang and more. Headquartered in San Francisco, with an influential APAC presence in Seoul, our global footprint underscores our commitment to driving worldwide innovation.

We are a global company that values the uniqueness of each person’s journey. It is the differences in our cultural, educational, and life experiences that allow us to constantly challenge the status quo. We are looking for individuals who are motivated by our mission and eager to make an impact as we push the bounds of technology to transform the world. Join us as we revolutionize video understanding and multimodal AI.

About the Role

As our first Customer Support Engineering Manager, you’ll lead and scale our customer support engineering function from the ground up. You'll be responsible for building the team, designing support strategies, and ensuring exceptional technical support experiences for our users. This is a high-impact role that blends hands-on technical expertise with team leadership and cross-functional collaboration.

You’ll act as the strategic and operational leader of the support function, guiding our support engineers while working closely with the science, product, and engineering (SPE) teams. This is an opportunity to shape how TwelveLabs supports its most technical users — and define the long-term vision of customer support.

What You’ll Do

• Build and lead the support engineering team: Hire, mentor, and develop a team of high-performing technical support engineers.

• Define and scale support processes: Architect support workflows and ticketing structures using tools like HubSpot, Clay, and Linear.

• Set and monitor KPIs: Own performance metrics such as response times, resolution SLAs, CSAT/NPS, and support engineering productivity.

• Serve as a technical escalation point: Support your team in debugging complex issues across our product.

• Coordinate across SPE teams: Facilitate cross-functional problem-solving between support, engineering, and product teams.

• Lead high-touch support for strategic customers: Step in directly when needed to support key enterprise accounts and unblock critical issues.

• Optimize support systems: Evaluate and implement support tools, automation, and self-service strategies.

• Champion knowledge management: Oversee the development of both internal and external documentation, FAQs, and debugging guides.

• Drive proactive support strategies: Reduce ticket volume and increase satisfaction by identifying product friction points and advocating for upstream improvements.

• Be the voice of the customer: Synthesize support insights into actionable feedback for product and engineering teams.

• Enable customer retention and growth: Collaborate with sales and solutions teams to drive adoption, renewals, and satisfaction.

• Represent TwelveLabs' technical expertise: Build trust and long-term relationships with technical stakeholders across our customer base.

You Might Be a Fit If You

• Have 5–8+ years of experience in technical support, solutions engineering, or dev-focused customer success — with 2+ years in a leadership role.

• Are comfortable reading and debugging code (Python and JavaScript preferred).

• Understand or are eager to learn the fundamentals of ML, generative AI, or media pipelines.

• Have a strong track record of building high-performing support teams and support systems from scratch.

• Communicate with clarity, empathy, and precision — even under pressure.

• Thrive in fast-paced, ambiguous environments where your decisions shape company-wide systems.

Nice to Haves

• Experience in early-stage or high-growth startups.

• Familiarity with developer tools, video platforms, or ML APIs.

• Exposure to customer success metrics like expansion, retention, and onboarding experience.

Benefits and Perks

🤝 An open and inclusive culture and work environment.

🧑‍💻 Work closely with a collaborative, mission-driven team on cutting-edge AI technology.

🦷 Full health, dental, and vision benefits

✈️ Extremely flexible PTO and parental leave policy. Office closed the week of Christmas and New Years.

🛂 VISA support (such as H1B and OPT transfer for US employees)