Head of Technical Support

2 нед. назад

185k–225k USD / годСШАHeadOnsite

customer supporttechnical supportaiteam leadershipescalation managementsla managementdebugging

Lead and manage the technical support team, focusing on enterprise customer support, operational excellence, and scaling support with AI tools.

We're on a mission to empower builders.
Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch.
Small team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory.
Culture of slope over y-intercept : We value learning velocity, grit, and unapologetically unique personalities.
We grew in value faster than headcount and we’re looking to align the two quickly.

We're hiring a Head of Technical Support to own how supports its customers, from fast-growing startups to our largest enterprise accounts. You'll lead a growing team of support engineers and stay hands-on: working the hardest escalations, debugging customer setups, and building the tooling that lets the team scale.
Enterprise comes first. As more large companies run their documentation on , they expect clear SLAs, fast escalation paths, and a support partner who can go deep technically. You'll build that motion, raise the operational bar with real metrics, and use AI so support keeps pace as our customer base grows.
Team: A growing team of support engineers, with open headcount
Location: San Francisco, in office 5 days a week
Type: Full-time, player-coach
30 days: You've worked tickets and escalations yourself, met the team and key enterprise customers, and have a baseline of current support metrics.
90 days: Enterprise SLAs and escalation paths are defined and live, a weekly metrics review is running, and you've shared a plan for AI deflection and team growth.
6 months: Enterprise SLAs are met consistently, AI resolves a measured and growing share of inbound volume, and bug triage with Engineering runs on a clear cadence.
12 months: Support scales with the customer base, the team has clear levels and career paths, and support data shapes the roadmap.

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 skills: you can reproduce an issue, read logs and config, and explain the root cause to an engineer or a customer
You've deployed AI in a support org (agents, deflection, or AI-assisted workflows) and can show what it changed in the numbers
Operational rigor: you've defined SLAs, built dashboards, reported metrics to leadership, and forecast volume and headcount
Calm, clear communication with enterprise customers during escalations and incidents
Able to work from our San Francisco office 5 days a week

You've used 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

The base salary range for this role is $185,000–$225,000, plus equity. Final pay depends on experience and skills.
Competitive compensation and equity
20 days paid time off every year
401k
$420/month wellness stipend
100% coverage for Health, dental, vision
Free Ubers to and from work
Free lunch and dinners
Annual team offsite (previously went to Alaska, Hawaii)

Define and run tiered SLAs, priority levels, and escalation paths for enterprise customers
Own critical escalations end-to-end, 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 in security reviews and complex setups such as SSO, custom domains, and CI/CD integrations
Deploy and tune AI agents that deflect and resolve common questions, and measure their real resolution rate
Build internal tools, scripts, and workflows that cut handle time and repeat work
Turn recurring tickets into docs, product fixes, or automations
Own bug triage: clear reproductions, severity, and routing to the right team
Bring ticket data into roadmap discussions so the most painful issues get fixed
Run incident communication with customers alongside Engineering
Set up the metrics that matter (first response, time to resolution, CSAT, backlog, escalation rate, AI resolution rate) and report on them weekly
Forecast volume and headcount as the customer base grows
Hire, coach, and level support engineers; build career paths and a QA process
Set coverage and on-call so enterprise SLAs hold