Head of Technical Support

Mintlify•San Francisco, CA

7d•$185,000 - $225,000•Onsite

About The Position

We're hiring a Head of Technical Support to own how Mintlify supports its customers, from fast-growing startups to our largest enterprise accounts. You'll lead a growing team of support engineers and stay hands-on: working the hardest escalations, debugging customer setups, and building the tooling that lets the team scale. Enterprise comes first. As more large companies run their documentation on Mintlify, they expect clear SLAs, fast escalation paths, and a support partner who can go deep technically. You'll build that motion, raise the operational bar with real metrics, and use AI so support keeps pace as our customer base grows. This is a full-time, player-coach role located in San Francisco, requiring 5 days a week in the office.

Requirements

4+ years in technical support, support engineering, or a similar customer-facing technical role, including 1+ years managing a team
Experience leading support at a high-growth developer-tools or developer-focused 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: you can reproduce an issue, read logs and config, and explain the root cause to an engineer or a customer
You've deployed AI in a support org (agents, deflection, or AI-assisted workflows) and can show what it changed in the numbers
Operational rigor: you've defined SLAs, built dashboards, reported metrics to leadership, and forecast volume and headcount
Calm, clear communication with enterprise customers during escalations and incidents
Able to work from our San Francisco office 5 days a week

Nice To Haves

You've used Mintlify or another docs platform, as a customer or on the team
You've built a support function from zero at an early-stage startup
You can write code (JavaScript/TypeScript or similar) to build internal tools and scripts
Experience with enterprise requirements such as SSO/SAML, security reviews, and custom domains
Familiarity with how LLM-based products work (retrieval, prompting, evals), which helps when supporting our AI features

Responsibilities

Build the enterprise support motion
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
Scale support with AI and automation
Deploy and tune AI agents that deflect and resolve common questions, and measure their real resolution rate
Build internal tools, scripts, and workflows that cut handle time and repeat work
Turn recurring tickets into docs, product fixes, or automations
Tighten the loop with Engineering and Product
Own bug triage: clear reproductions, severity, and routing to the right team
Bring ticket data into roadmap discussions so the most painful issues get fixed
Run incident communication with customers alongside Engineering
Raise the team's operational and technical bar
Set up the metrics that matter (first response, time to resolution, CSAT, backlog, escalation rate, AI resolution rate) and report on them weekly
Forecast volume and headcount as the customer base grows
Hire, coach, and level support engineers; build career paths and a QA process
Set coverage and on-call so enterprise SLAs hold