About this webinar
As AI handles more of the routine work, the support role is quietly shifting — away from troubleshooting and toward something that looks a lot more like product management: consultative, cross-functional, and deeply embedded in the customer feedback loop.
In this conversation, Kenneth Koh (Airtable) and Susana de Sousa (Plain) talk through what that shift looks like in practice and how to build a support team that's ready for what's coming.
What you'll learn
Why support is looking more like a PM role
How rising AI containment is pushing support engineers toward consultative, cross-functional work.
What to actually look for when hiring
The skills and mindsets that matter now.
How to build for the role that doesn't exist yet
Practical ways to structure your team and hiring process around where support is heading.
Save Your Spot
Support is changing faster than most job descriptions reflect. Join Kenneth and Susana for an honest conversation about what great support looks like now, and how to build a team that's ready for it.
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