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About the Role

As a Production Strategist on Serval's Agent Deployment team, you will be the long-term owner of customer outcomes, ensuring that the value created at deployment compounds into adoption, expansion, and renewal. You will serve as the customer's primary technical partner post-deployment, resolving issues, deepening their use of Serval, and advocating for their needs internally. This role requires blending technical depth with customer obsession and a commercial instinct for retention and growth, while also building systems and automation to scale support.

Responsibilities

Own deployment production success and support, serving as the primary technical resource post-sale.
Troubleshoot issues, resolve them quickly, and advocate for customer needs internally.
Drive renewals and expansion by turning strong adoption into renewals and surfacing opportunities to deepen Serval's footprint.
Build tooling, automation, and playbooks to scale support without linearly scaling headcount.
Modify production code to fix bugs and build features that extend Serval's capabilities.
Run training sessions and create documentation to help customers achieve full value independently.

Requirements

Startup experience in a customer-facing or technical role.
Strong technical foundation, including the ability to read and troubleshoot production code in customer-facing environments.
Analyze code paths, database state, and API requests/responses with infra and browser dev tools.
Eagerness to build, writing code and automation to create scalable systems rather than one-off fixes.
Excellent communication and relationship-management skills.
Ability to translate complex technical concepts for both technical and non-technical stakeholders.
Instinct for what drives outcomes (retention, adoption, expansion).
High agency in fast-moving, ambiguous environments.

Skills

Technical troubleshooting
Production code analysis
Database state analysis
API request/response analysis
Infra and browser dev tools
System building
Automation
Communication
Relationship management
Technical concept translation
Customer retention
Customer adoption
Customer expansion

Location

Remote

Work Type

Full-time

Experience Level

Mid-level

Benefits

Impact: Be a key player in shaping the success of our product and company.
Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company.
Culture: Join a culture that values innovation, ownership, accountability, and fun.

About the Company

Serval is an AI-native automation platform transforming how enterprises operate.
We build intelligent agents that understand real-world workflows and execute them end-to-end.
Our agents replace manual processes and rigid legacy systems with adaptive, learning software.
Serval is trusted by companies like Fox, Notion, Perplexity, Vercel, and Brex to automate high-volume, high-friction operational work.
At the core of Serval is an agentic AI platform that turns natural language into production-grade workflows.
Our agents reason, take action across systems, and continuously improve with usage.
Our mission is to eliminate repetitive, manual work across the enterprise and give teams leverage through intelligent automation.
Long term, we’re building the universal AI operations layer — a system of agents that sits across business functions and runs the workflows that keep modern companies moving.
We’re backed by leading investors including Sequoia Capital, Redpoint Ventures, Meritech, First Round, General Catalyst, Elad Gil, and others.