--- title: Technical Support Lead at PointFive in New York, NY description: PointFive is hiring for the Technical Support Lead role in New York, NY. Pays $130K–$175K per year. See the full description and apply. type: job url: https://www.foundrole.com/jobs/ai-engineer-support-automation-at-pointfive-01a18d45-7633-7e15-bbc5-a8af8c37a91f date: 2026-11-15T01:26:44Z og_description: Join PointFive as Technical Support Lead in New York, NY. Pays $130K–$175K per year. Full-time, hybrid role. og_image: https://www.foundrole.com/og/k50zks.png breadcrumbs: - label: Home url: https://www.foundrole.com/ - label: Search url: https://www.foundrole.com/jobs --- | | | |---|---| | **Company** | PointFive | | **Location** | New York, NY (Hybrid) | | **Salary** | $130K/yr - $175K/yr | | **Type** | Full Time | | **Posted** | Oct 29, 2026 | ## Is this job real? **Ghost job check:** A · Low risk. Probably a real opening. ## Visa sponsorship - **H-1B:** PointFive sponsors H-1B visas. It filed 2 H-1B petitions (FY2026 Q1 – FY2026 Q4). - **E-Verify:** No E-Verify enrollment on record for PointFive. ## Pay for similar jobs Most similar jobs pay $102,000 – $161,000 a year (median $129,000). ## Description ## **About PointFive** PointFive finds the cost buried inside enterprise infrastructure, from the cloud to coding agents. We pioneered DeepWaste across cloud and data platforms, and we are now doing the same for AI token spend with TokenShift. Fanatics, H&M, Hertz, Nubank, Citizens Bank and other Fortune 500 companies use PointFive to see and cut what their infrastructure and AI actually cost. We have raised $96 million, most recently a [$60 million Series B led by Accel](https://www.pointfive.co/press/pointfive-raises-60m-series-b). Engineering sits in Tel Aviv and our go-to-market team is focused on North America. PointFive Labs, our research arm, publishes original work on how infrastructure and AI actually get paid for. [CRN named us one of the 10 hottest cloud computing startups of 2026](https://www.crn.com/news/cloud/2026/the-10-hottest-cloud-computing-startups-of-2026-so-far?page=9), [Forbes Israel put us on its Next Billion Dollar Startups list](https://forbes.co.il/rankings/2025nextbilliondollarstartups/), and [Redpoint selected us for its InfraRed 100](https://www.pointfive.co/press/pointfive-infrared-100), its ranking of the private companies shaping the future of cloud infrastructure. ## About the Role As PointFive’s first Technical Support Lead, you’ll own technical support for our enterprise customers. You’ll design and build an agentic solution to triage, diagnose, and resolve customer issues end to end. You’ll also measure how well it’s working, and own the escalation path to Engineering for anything that needs a fix. This is an individual contributor role with ownership of an entire function, based in our NYC office (hybrid). ## What You'll Do - Design and build an agentic solution to resolve customer tickets end to end, from first response through diagnosis and resolution. - Define what success looks like and build the measurement layer to track it (time to first response, time to resolution, CSAT). - Work the escalations your agents can’t solve yet, then teach the system to handle them next time. - Partner with Engineering and Product on recurring issues, routing confirmed bugs to Engineering’s coding agents with the context needed to fix them. - Turn resolved tickets into self-serve documentation customers can use on their own. - Feed support trends back into the product roadmap. ## What We're Looking For **Must-have** - Shipped AI agents or LLM-powered tools with real users. - Hands-on experience integrating and debugging APIs, webhooks, and data sources. - 3 - 5 years customer-facing technical experience (support, solutions, or forward deployed engineering) - Hands-on experience running technical support day to day, owning issues end to end from first response to resolution. - Built evals to measure agent quality before and after shipping. - Clear, concise writing for both customers and engineers. - Ability to operate in a startup environment: adaptable, self-directed, and resourceful. **Nice to have** - Cloud or FinOps knowledge (AWS, Azure or GCP billing) - Hands-on experience with AI support tooling (Pylon, Intercom Fin, Zendesk AI or similar) ## Compensation & Benefits - Base Salary Range: $130,000 – $175,000. Actual salary will be based on job-related skills, experience, and location. - Health, dental, vision (yes, all three!), equity in something early-stage and exciting, generous PTO, 401K, meal & commuter benefits, a team that will actually challenge you and much more ## Why PointFive - **Founders with a track record:** Built and sold IntSights to Rapid7. Backed by top-tier investors with deep conviction in this category. - **Category-defining product:** DeepWaste detection and agentic remediation with clear, measurable ROI for both engineering and finance teams. - **Early-stage leverage:** Your work directly shapes the product, the culture, and the go-to-market playbook. - **Own a function, not a queue:** You'll build Technical Support from scratch as an AI system, on real enterprise data, with exec backing from day one. ## Skills - Escalation Management - Cloud Computing - Debugging - Technical Support - Amazon Web Services - Intercom - Forward Deployed Engineering - Customer Satisfaction - Artificial Intelligence - Webhooks - Microsoft Azure - Billing - Self-Directed Learning - AI Agents - LLM Evals - Zendesk - Large Language Models (Llm) - Google Cloud Platform (Gcp) - Cloud Financial Management (FinOps) - Product Roadmaps - Writing - AI Coding Agents - Adaptability ## Benefits - Health Insurance - Dental Insurance - Vision Insurance - Paid Time Off (Pto) - 401(k) Plans - Transportation ## Related - [Technology & Software jobs](https://www.foundrole.com/careers/technology-and-software?utm_source=ai_markdown)- [IT Support & Help Desk jobs](https://www.foundrole.com/careers/technology-and-software/it-support-and-help-desk?utm_source=ai_markdown)- [Technical Support Specialist jobs](https://www.foundrole.com/careers/technology-and-software/it-support-and-help-desk/technical-support-specialist?utm_source=ai_markdown)- [Technical Support Engineer / Analyst jobs](https://www.foundrole.com/careers/technology-and-software/it-support-and-help-desk/technical-support-specialist/technical-support-engineer-analyst?utm_source=ai_markdown)- [Browse all companies](https://www.foundrole.com/companies?utm_source=ai_markdown) ## Explore this job market - [New York](https://www.foundrole.com/locations/us/new-york?utm_source=ai_markdown) — 150112 jobs - [Software Products](https://www.foundrole.com/sectors/technology/software-products?utm_source=ai_markdown) — 118918 jobs - [New York, NY](https://www.foundrole.com/locations/us/new-york/new-york?utm_source=ai_markdown) — 66066 jobs ## Related pages - [New York](https://www.foundrole.com/locations/us/new-york?utm_source=ai_markdown) — 150112 jobs - [Software Products](https://www.foundrole.com/sectors/technology/software-products?utm_source=ai_markdown) — 118918 jobs - [New York, NY](https://www.foundrole.com/locations/us/new-york/new-york?utm_source=ai_markdown) — 66066 jobs ## Browse - [Companies](https://www.foundrole.com/companies?utm_source=ai_markdown) - [Jobs by country](https://www.foundrole.com/locations?utm_source=ai_markdown) - [Jobs in the United States by state and city](https://www.foundrole.com/locations/us?utm_source=ai_markdown) - [H1B sponsors by location](https://www.foundrole.com/h1b-sponsors?utm_source=ai_markdown) - [H1B salaries](https://www.foundrole.com/h1b-salaries?utm_source=ai_markdown) - [Sectors and industries](https://www.foundrole.com/sectors?utm_source=ai_markdown) - [Jobs by career field](https://www.foundrole.com/careers?utm_source=ai_markdown) - [Latest jobs](https://www.foundrole.com/jobs/latest?utm_source=ai_markdown)