Head of Enterprise Technical Support & AI Enablement

Mintlify; San Francisco (CA); Sur place; USD 185 000 - 225 000; Plein temps

Avantages offerts par ce poste

Equity

20 PTO days

401k

Wellness stipend

Health, dental, vision

Uber to/from work

Free meals

Team offsite

Résumé du poste

Mintlify is hiring a Head of Technical Support in San Francisco to shape how we support our growing customer base, from startups to large enterprises. You will lead a team of support engineers, stay hands-on with escalations, and build scalable tooling and processes to raise the bar for customer success.

You will own SLAs, incident communications, and AI-enabled deflection efforts, partnering with Sales, Solutions, and Customer Success to ensure smooth onboarding, renewals, and retention.

Qualifications

• 4+ years in technical support or similar, plus 1+ year managing a team.
• Experience leading support at a high-growth developer-tools company.
• Fluency in docs and developer tooling: Git/GitHub, CI/CD, Markdown/MDX, APIs.
• Hands-on debugging: reproduce issues, read logs, explain root cause.
• Experience deploying AI in a support org (agents, deflection) with measurable impact.
• Operational rigor: defined SLAs, dashboards, forecasting and headcount.
• Calm, clear communication with enterprise customers during escalations.
• Able to work from San Francisco office 5 days a week.

Responsabilités

• 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 (SSO, custom domains, CI/CD integrations).
• Deploy and tune AI agents that deflect and resolve common questions; measure their resolution rate.
• Build internal tools, scripts, and workflows to cut handle time and repeat work.
• Turn recurring tickets into docs, product fixes, or automations.
• Own bug triage: clear reproductions, severity, routing; bring data into roadmap discussions.

Connaissances

Technical support

Team management

Developer tooling

AI in support

Incident management

Executive communication

Outils

Git

GitHub

CI/CD

Markdown/MDX

Static sites

APIs

OpenAPI specs

DNS hosting

Description du poste

Mintlify is hiring a Head of Technical Support in San Francisco to shape how we support our growing customer base, from startups to large enterprises. You will lead a team of support engineers, stay hands-on with escalations, and build scalable tooling and processes to raise the bar for customer success.

You will own SLAs, incident communications, and AI-enabled deflection efforts, partnering with Sales, Solutions, and Customer Success to ensure smooth onboarding, renewals, and retention.