Own enterprise technical support end-to-end for a growing developer-tools team in San Francisco.

Define and run tiered SLAs, priority levels, and escalation paths for enterprise customers
Own critical escalations from first response through resolution, including communication with customer engineering leaders and executives
Partner with Sales, Solutions, and Customer Success on onboarding, renewals, and at-risk accounts
Handle technical questions for security reviews and complex setups including SSO, custom domains, and CI/CD integrations
Deploy and tune AI agents to deflect and resolve common questions, and measure their real resolution rate
Build internal tools, scripts, and workflows to reduce handle time and eliminate repeat work
Convert recurring tickets into docs, product fixes, or automations
Run bug triage: gather clear reproductions, determine severity, and route to the right team
Bring ticket trends into roadmap discussions so the most painful issues get addressed
Run incident communication with customers alongside Engineering
Set up and report weekly on key support metrics: first response, time to resolution, CSAT, backlog, escalation rate, and AI resolution rate
Forecast volume and headcount as the customer base grows
Hire, coach, and level support engineers; build career paths and establish a QA process
Set coverage and on-call to keep enterprise SLAs on track

4+ years in technical support, support engineering, or a similar customer-facing technical role, including 1+ years managing a team
Experience leading support at a high-growth developer-tools or developer-focused company
Strong fluency in docs and developer tooling: Git and GitHub workflows, CI/CD, Markdown/MDX, static sites, APIs and OpenAPI specs, DNS and hosting
Hands-on debugging ability: reproduce issues, read logs/config, and explain root cause clearly to engineers or customers
Deployed AI in a support org (agents, deflection, or AI-assisted workflows) with measurable impact
Operational rigor: define SLAs, build dashboards, report metrics to leadership, and forecast volume/headcount
Calm, clear communication during enterprise escalations and incidents
Ability to work from the San Francisco office 5 days a week

30 days: Handle tickets and escalations personally, meet the team and key enterprise customers, establish baseline support metrics
90 days: Enterprise SLAs and escalation paths defined and operational, weekly metrics review running, shared plan for AI deflection and team growth
6 months: Enterprise SLAs met consistently, AI resolves a measured and growing share of inbound volume, bug triage cadence running with Engineering
12 months: Support scales with the customer base, clear levels and career paths in place, support data informs the roadmap

Used Mintlify or another docs platform (as a customer or on the team)
Built a support function from zero at an early-stage startup
Can write code (JavaScript/TypeScript or similar) for internal tools and scripts
Experience with enterprise requirements including SSO/SAML, security reviews, and custom domains
Familiarity with how LLM-based products work (retrieval, prompting, evals) to support AI features

San Francisco, CA (onsite)

Head of Technical Support

Job Description