Recruit, hire, onboard, and coach a high-performing technical support team
Develop a player-coach model to solve complex customer issues while building systems for your team
Create career development pathways and mentorship programs for technical support talent
Design and implement an AI-first support strategy leveraging automation and self-service
Build comprehensive self-serve support infrastructure including documentation and community resources
Establish SLAs, response time targets, and quality metrics
Serve as the escalation point for complex technical issues and work hands-on to debug workflows
Develop expertise in the AirOps platform and create technical runbooks
Partner with Solutions Architects for smooth customer handoffs and feedback loops with Product teams
Own customer health metrics and drive expansion opportunities from support interactions
Build early warning systems to flag at-risk accounts based on support patterns.

4-6+ years in technical support, solutions engineering, technical account management, or customer success roles at high-growth B2B SaaS companies
2+ years of people management experience building and leading technical teams, with proven ability to recruit, develop, and retain talent
Hands-on technical expertise with LLMs, AI techniques, prompt engineering, and API integrations
Experience with workflow automation tools (Zapier, Make, n8n) and troubleshooting complex multi-system integrations
Player-coach mentality equally comfortable resolving a complex technical escalation at 6pm and strategizing about team structure the next morning
Track record of building or transforming support organizations, implementing new tools/processes, and driving measurable improvements in customer satisfaction
Strong analytical skills with experience using data to identify trends, measure performance, and drive decision-making
Excellent written and verbal communication skills – ability to explain complex technical concepts to diverse audiences and document solutions clearly
Comfortable in fast-paced startup environments where you'll define processes and wear multiple hats.

Technical Support Lead

Key skills