Head of Technical Support

present of AI; San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team management

Escalation handling

Troubleshooting

Customer support

Devtools fluency

Tools

Git

CI/CD

APIs

DNS

Static sites

Job description

Customer & Solutions · San Francisco · Full-time · Senior level

This role owns technical support for a documentation platform, leading a team of support engineers while personally handling the hardest escalations and debugging customer setups. A strong candidate brings several years of hands on technical support work, some team management, and real fluency in developer tooling like Git, CI/CD, APIs, DNS and static sites. The job also asks for operational discipline: defining service level agreements, building dashboards, reporting metrics and forecasting volume.

How it fits the AI era

AI is central here, since the company sells docs that AI agents can read and the role is expected to deploy and tune support agents that deflect common questions. The work shifts toward measuring what those agents actually resolve and building automation that cuts repeat effort. What stays human is judgment under pressure: calm handling of enterprise escalations, root cause explanation, and turning ticket patterns into product fixes.

How it builds AI experience

A candidate would gain direct experience deploying AI agents in a support org and proving their impact through resolution numbers. Because the company builds AI readable documentation, there is room to learn how retrieval, prompting and evals shape both the product and the support flow. Building that background means running deflection pilots, tracking real resolution rates, and learning enough about LLM based systems to support AI features confidently.

Worth showing

• SLA and metrics design
• Git and CI/CD fluency
• Debugging logs and config

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Mintlify

A documentation platform built so a company's technical docs stay current on their own and can be read directly by AI agents, not just people.