Head of AI-Driven Technical Support & Ops

present of AI; San Francisco (CA); In loco; USD 140.000 - 210.000; Tempo pieno

Descrizione del lavoro

Mintlify in San Francisco is seeking a Senior Customer & Solutions leader to own technical support for our documentation platform. You will guide a team of support engineers, handle the toughest escalations, and directly debug complex customer setups.

The ideal candidate has years of hands-on support experience plus some team management, and is fluent with Git, CI/CD, APIs, DNS, and static sites. You will define SLAs, build dashboards, and forecast ticket volumes to improve the product.

Competenze

• Multiple years of hands-on technical support experience.
• Some team management experience is required.
• Fluency with developer tooling like Git, CI/CD, APIs, DNS and static sites.
• Operational discipline: defining SLAs, dashboards, metrics, and volume forecasting.

Mansioni

• Own technical support for a documentation platform.
• Lead a team of support engineers and handle the hardest escalations.
• Partner with customers to debug setups and reduce repeat issues.
• Define and report on service level agreements, dashboards, and metrics.
• Forecast support volume and influence product improvements.

Conoscenze

Team management

Escalation handling

Troubleshooting

Customer support

Devtools fluency

Strumenti

Git

CI/CD

APIs

DNS

Static sites

Descrizione del lavoro

Mintlify in San Francisco is seeking a Senior Customer & Solutions leader to own technical support for our documentation platform. You will guide a team of support engineers, handle the toughest escalations, and directly debug complex customer setups.

The ideal candidate has years of hands-on support experience plus some team management, and is fluent with Git, CI/CD, APIs, DNS, and static sites. You will define SLAs, build dashboards, and forecast ticket volumes to improve the product.