The Support Automation Lead is Nauta’s standing link between Sales and Tech, and the owner of automated customer support. Before signature, this role co-builds every demo with the AE on Nauta’s sandbox: shaping it to the client’s industry and vertical, and translates what’s needed on the sales floor into platform asks for Tech. After go-live, this role owns the support agent that handles first-line client questions and the human escalation path when the agent can’t resolve something.
This role reports to the Head of Go-to-Market and works closely with AEs pre-signature and Ops/Customer Success post-signature, joining live client calls only by exception.
What you’ll do
- Co-build every demo with the AE on Nauta’s sandbox: right vertical, client-shaped data, the story: before the AE runs it solo
- Own Nauta’s sandbox: synthetic data only, one version per vertical, continuously improved with every demo built on it
- Join pre-sales calls only by exception: large deal size, a final technical call, or a genuine sandbox gap, and turn every gap into your own backlog, not the FDE’s
- Serve as the standing link between Sales and Tech: translate what the sales floor needs into concrete platform asks, and bring platform changes back to the floor
- Own the support agent post-signature: its deflection rate, quality, and continuous improvement: as the first line of response for live clients
- Own human escalation: when the support agent can’t resolve something, you’re the owner of what happens next
- Join live client calls only by exception, once an account is in production
Who you are
- Technical enough to shape a demo and translate sales-floor needs into platform requirements: comfortable being the bridge, not just a messenger
- Understands the client’s industry before any build: you can speak the client’s language, not just the product’s
- Comfortable owning a system (the sandbox, the support agent) rather than an individual account or quota
- High ownership over what you build: if AEs are waiting on you, you treat that as your problem to fix, not theirs to work around
- Familiarity with support/deflection metrics and what actually improves them
- Comfortable moving between sales-facing and engineering-facing conversations in the same day
Nice to have
- Experience with AI-powered support/chat agents or automation tools
- Experience building or maintaining a sales demo environment or sandbox
- Background in sales engineering, solutions engineering, or technical pre-sales
About Nauta
Nauta is your AI partner, powered by an AI operational brain. Nauta reads how your company works: your email, your documents, your rules. Then AI agents do the daily work, like reading every document, checking invoices and chasing what’s missing. You stay in control.