Head of Technical Support

The role

You will lead a growing team of support engineers and own how Mintlify supports customers from startups to enterprise accounts. You will build enterprise support motions, scale support using AI and automation, and partner with Engineering and Product teams.

What you will do

• Define and run tiered SLAs, priority levels, and escalation paths for enterprise customers
• Own critical escalations end-to-end
• Partner with Sales, Solutions, and Customer Success on onboarding, renewals, and at-risk accounts
• Handle technical questions in security reviews and complex setups
• Deploy and tune AI agents to deflect and resolve common questions
• Build internal tools, scripts, and workflows
• Turn recurring tickets into docs, product fixes, or automations
• Own bug triage including reproductions, severity, and routing
• Bring ticket data into roadmap discussions
• Run incident communication with customers alongside Engineering

Required 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: reproduce an issue, read logs and config, and explain the root cause
• Deployed AI in a support org (agents, deflection, or AI-assisted workflows)
• Operational rigor: 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

• Used Mintlify or another docs platform, as a customer or on the team
• Built a support function from zero at an early-stage startup
• 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)

Benefits

• Competitive compensation and equity
• 20 days paid time off every year
• 401k with Employer Match
• $250 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

About the company

Mintlify's docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies. The company recently passed 65 employees and raised a $45 million Series B.