Head of Research

Description

About Us

Mosaic AI is the only enterprise AI platform built for technical support in highly configurable, multi-product companies. We unify the customer, product, and support context scattered across a company's systems, then act on it across the case lifecycle: automating what we can, escalating to a human expert when it matters.

Built on 100+ deep integrations, the platform runs products already live in production, including Self-Service, Knowledge, Triage, Assist, Intelligence, Alerting, and QA, all sharing one foundation so they ship fast and improve as the platform grows. That shared foundation makes this an exciting, unusual place to build.

Each product we launch would have been an entire company in the pre-AI era; for us, it's a focused product on common infrastructure, so each deployment builds on the last. Our no-code Agent Builder lets teams design and deploy agents with governance and traceability, while our Customer Context Model routes recurring issues and account risk to the teams that can fix them.

Every deployment lowers our customers' cost to serve. We're hiring engineers and product leaders who want to build systems that get more capable the more they run. About the Position: Mosaic-AI builds the AI platform that B2B GTM and support teams run on. Our agents, retrieval, and reasoning sit at the core of how customer-facing teams answer questions, resolve cases, and surface insights.

The depth and reliability of that AI is the product. We're hiring our Head of Research to own it. We're not asking you to start from a blank page. We have an active research roadmap covering eight thematic areas — from self-improving evaluation infrastructure to agentic RAG to multimodality. We have ML/research talent on the team already.

What we need is a leader who can take it the rest of the way.

Requirements

Own the AI/ML core of the Mosaic platform — retrieval, agents, model routing, evals, and the research that improves all of them. Set the research agenda. Decide what we investigate, what we measure, and what we ship. Lead the research team directly (with hiring authority) and the AI analyst function indirectly. Partner closely with engineering, product, and the CEO to turn research into production capability.

Define and own the quality bar for our AI outputs. What you bring MSc or PhD in Machine Learning, NLP, Computer Science, or a closely related field. 5+ years of hands-on industry experience building production AI/ML systems. Real production experience with AI agents — designed, built, evaluated, and improved them. Prior experience managing researchers or ML engineers.

Independent research mindset — a point of view on what to bet on next, and the judgment to defend it. Track record of shipping research into product, not only papers or prototypes. Comfortable partnering deeply with engineering and product.

Nice to have

Experience with enterprise B2B SaaS or applied research in industry. Public contributions — papers, talks, open-source, technical writing — that show the way you think. Experience with RAG systems, evaluation infrastructure, or multi-agent orchestration at scale. Logistics Tel Aviv

• Midtown, hybrid — Mon/Tue/Thu in-office. Reports directly to the CEO.