Head of Technical Support

Role Overview

• Build the Function
• Design EdSights’ technical support function: service model, escalation paths, SLAs, and operating principles.
• Select and implement a ticketing platform (e.g. Zendesk, Freshdesk, Intercom) and own the full rollout.
• Launch or revamp a customer-facing help center with self-service content (articles, FAQs, how-to guides) in partnership with Customer Education.
• Implement and manage an AI chatbot integrated with the help center, configuring deflection flows and iterating on resolution rates.
• Define support tiers (T1: general inquiries, T2: technical/product, T3: engineering escalations) with clear ownership and handoff criteria.
• Own Performance & Quality
• Own core KPIs (CSAT, response time, resolution time, ticket backlog) and report regularly to leadership.
• Implement a QA process to review tickets, identify coaching opportunities, and continuously improve technical accuracy.
• Analyze support trends to surface recurring issues, product gaps, and documentation needs for CX and Product.
• Lead & Scale the Team
• Serve as the sole technical support resource in the near term while building the infrastructure for future growth.
• Define the hiring roadmap: when to add headcount, what roles to hire, and skills needed at each stage.
• Build onboarding and training programs including product curricula, shadowing structures, and ramp milestones.
• Develop Deep Technical Expertise
• Become the internal authority on EdSights’ Retain and Admit products
• how they work, where they break, FAQ, how to triage.
• Triage and resolve complex issues involving APIs, integrations, and data flows; use logs and tools like Hex for diagnosis.
• Maintain visibility into known product gaps and bugs; communicate proactively with affected customers and the CX team.
• Collaborate Cross-Functionally
• Partner with Implementation and Partner Success to ensure smooth handoffs from onboarding to ongoing support.
• Work with Engineering to define escalation paths for bugs, logging standards, and customer status communication.
• Collaborate with Product to ensure customer-reported issues are documented, prioritized, and tracked to resolution.

Requirements

• 4 to 7 years in technical support leadership within a B2B SaaS environment.
• Proven track record building or significantly scaling a support function, including tooling decisions and process design.
• Experience at an early
• or growth-stage company where operating without established processes is the norm.
• Hands-on experience implementing a ticketing platform including workflows, automations, and reporting.
• Comfort working with APIs, webhooks, and integrations.
• Experience managing a customer-facing knowledge base and familiarity with AI chatbot/virtual agent platforms.
• Strong command of support KPIs with the ability to build reports and translate ticket data into cross-functional insights.
• Exceptional written communication skills; able to explain complex issues clearly to non-technical users.
• Confident working cross-functionally with Engineering, Product, and CX; able to advocate for customers and present to leadership.
• Experience supporting platforms with AI, NLP, or data analytics components.
• Familiarity with higher education and FERPA data privacy considerations is a plus.

Benefits

• Remote-friendly work
• Unlimited PTO
• Paid parental leave
• Competitive compensation
• New Apple hardware
• 401k matching
• Strong health and wellness benefits