Head of Technical Support
Core
Lead technical support for enterprise customers of a developer documentation platform, managing escalations, SLAs, and AI-driven automation.
Role type
Senior management IC (Head of Technical Support)
Builds
Enterprise support motion, AI deflection agents, internal support tooling, and operational metrics dashboards
Domain
Developer tools / Documentation platforms / SaaS
Deliverable
production ML models
Required skills
Technical support leadership, enterprise account management, AI agent deployment, bug triage, SLA definition, team hiring and coaching, incident communication, developer tooling fluency (Git, CI/CD, APIs, DNS)
Preferred skills
Building support functions from scratch, coding in JavaScript/TypeScript, LLM product familiarity
Technologies
Git, GitHub, CI/CD, Markdown/MDX, APIs, OpenAPI specs, DNS, JavaScript, TypeScript, LLMs
Responsibilities
Define and run tiered SLAs and escalation paths for enterprise customers; own critical escalations including communication with customer engineering leaders; deploy and tune AI agents to deflect and resolve common questions; build internal tools and scripts to reduce handle time; manage bug triage and route issues to engineering; hire, coach, and level support engineers; set up metrics and report on performance weekly.
Seniority
Senior, hands-on IC with management responsibilities
