Head of Technical Support — Enterprise AI Scale

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

Avantages offerts par ce poste

20 days PTO

401k

Wellness stipend

Health, dental, vision coverage

Uber rides to work

Free lunch and dinners

Annual team offsite

Résumé du poste

Mintlify is seeking a Head of Technical Support in San Francisco to own and scale our enterprise support motion. You will lead a growing team of support engineers, handle the toughest escalations, and stay hands-on with complex setups while building scalable tooling.

In this role, you will define SLAs, drive AI-driven deflection, and partner with Sales, Solutions, and Customer Success on onboarding, renewals, and at-risk accounts.

Qualifications

• 4+ years in technical support, support engineering, or a similar customer-facing technical role
• 1+ years managing a team
• Experience leading support at a high-growth developer-tools 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: reproduce issues, read logs, explain root cause

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 such as SSO, custom domains, and 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, and routing; feed roadmap with ticket data
• Run incident communication with customers alongside Engineering
• Set up metrics that matter and report weekly; forecast volume and headcount; hire and coach team

Connaissances

Technical leadership

Customer support

AI in support

Debugging skills

Dev tooling

Docs & MDX

Communication

Outils

Git & GitHub

CI/CD

OpenAPI

MDX/Markdown

Description du poste

Mintlify is seeking a Head of Technical Support in San Francisco to own and scale our enterprise support motion. You will lead a growing team of support engineers, handle the toughest escalations, and stay hands-on with complex setups while building scalable tooling.

In this role, you will define SLAs, drive AI-driven deflection, and partner with Sales, Solutions, and Customer Success on onboarding, renewals, and at-risk accounts.