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Head of Technical Support

Mintlify· Customer Success
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San Francisco$185k - $225kFull-timePosted 2w ago

About the role

Lead and scale Mintlify's enterprise technical support function, owning prioritization, SLAs, escalation processes, and AI-driven efficiency while staying hands-on with critical escalations and collaboration with Engineering, Product, and Sales.

Responsibilities

  • 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, 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
  • 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
  • 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

Qualifications

  • 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

Skills

Required:SLA design and escalation managementEscalation ownershipAI in supportTechnical debuggingDocs and developer tooling

Benefits

  • Competitive compensation and equity
  • 20 days paid time off every year
  • 401k with Employer Match
  • monthly wellness stipend
  • 100% employee coverage for Health, Dental, Vision
  • Commute stipend
  • Free lunch and dinners
  • Annual team offsite (previously went to Alaska, Hawaii, Jackson Hole)
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Mintlify

The intelligent documentation platform

The best developer companies (think Stripe, Twilio, MongoDB) have effective and user-centric documentation at their backbone. Mintlify helps any company achieve the documentation they need effortlessly, so that they can focus on building what they do best.

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