How he tripled the support team thanks to AI (and is hiring more)

Gideon got promoted earlier this year to Head of Technical Support and Customer Service. Since then, he’s 3x’d the team (and is hiring for 5 more roles).

But if you look around, support and success teams have been disproportionately impacted by layoffs in recent months (PagerDuty, Atlassian, Weekday, etc.).

Why are is Gideon hiring instead of using AI?

Turns out every support engineer and CSM at Rootly uses AI heavily.

Nobody is hired to move tickets around. Gideon and his team act on requests proactively, even opening PRs to address customer asks without having to wait for engineering.

At Rootly, TSEs and CSMs build trust with partners to help them further develop their incident lifecycle, very often enabling them to rely on more AI so their teams can focus on more proactive reliability.

Gideon is hiring for 5 roles: https://root.ly/tse-gideon