Head of Technical Support

Join Mintlify as the Head of Technical Support, where you'll lead a growing team of support engineers and be hands-on in resolving escalations, debugging customer setups, and building tools for scalability. You'll focus on enterprise customers, define SLAs and escalation paths, and partner with sales and customer success. Additionally, you'll deploy AI agents, build internal tools, and own bug triage. This role requires strong technical support experience, operational rigor, and hands-on debugging skills.

Responsibilities

• Lead and manage a growing team of support engineers, ensuring high-quality technical support for enterprise customers.
• Define and implement tiered SLAs, priority levels, and escalation paths for enterprise customers, and own critical escalations end-to-end.
• Collaborate with cross-functional teams, including Sales, Solutions, and Customer Success, to enhance customer onboarding and retention.
• Calm, clear communication with enterprise customers during escalations and incidents
• Experience leading support at a high-growth developer-tools or developer-focused company

Requirements

• Operational rigor: you've defined SLAs, built dashboards, reported metrics to leadership, and forecast volume and headcount
• Able to work from our San Francisco office 5 days a week
• Strong fluency in docs and developer tooling: Git and GitHub workflows, CI/CD, Markdown/MDX, static sites, APIs and OpenAPI specs, DNS and hosting
• You've deployed AI in a support org (agents, deflection, or AI-assisted workflows) and can show what it changed in the numbers
• Hands-on debugging skills: you can reproduce an issue, read logs and config, and explain the root cause to an engineer or a customer
• 4+ years in technical support, support engineering, or a similar customer-facing technical role, including 1+ years managing a team
• You've used Mintlify or another docs platform, as a customer or on the team
• You've built a support function from zero at an early-stage startup
• You can write code (JavaScript/TypeScript or similar) to build internal tools and scripts
• Experience with enterprise requirements such as SSO/SAML, security reviews, and custom domains
• Familiarity with how LLM-based products work (retrieval, prompting, evals), which helps when supporting our AI features

Pay

USD 185,000 - 225,000