Head of Technical Support

WHY MINTLIFY? We're on a mission to empower builders. - Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch. - Small team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory. - Culture of slope over y-intercept https://mattrickard.com/hire-slope-not-intercept: We value learning velocity, grit, and unapologetically unique personalities. We grew in value faster than headcount and we’re looking to align the two quickly. ABOUT THE ROLE 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. - Team: A growing team of support engineers, with open headcount - Location: San Francisco, in office 5 days a week - Type: Full-time, player-coach WHAT YOU'LL DO 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 WHAT SUCCESS LOOKS LIKE - 30 days: You've worked tickets and escalations yourself, met the team and key enterprise customers, and have a baseline of current support metrics. - 90 days: Enterprise SLAs and escalation paths are defined and live, a weekly metrics review is running, and you've shared a plan for AI deflection and team growth. - 6 months: Enterprise SLAs are met consistently, AI resolves a measured and growing share of inbound volume, and bug triage with Engineering runs on a clear cadence. - 12 months: Support scales with the customer base, the team has clear levels and career paths, and support data shapes the roadmap. WHAT WE'RE LOOKING FOR - 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 HAVE - 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 COMPENSATION AND BENEFITS The base salary range for this role is $185,000–$225,000, plus equity. Final pay depends on experience and skills. COMPANY 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 to help get you to and from work - Free lunch and dinners - Annual team offsite (previously went to Alaska, Hawaii, Jackson Hole)