Head of Technical Support

Role overview

This opportunity is shared on behalf of a partner employer that oversees the application review and next steps. The hiring company is seeking a Head of Technical Support in the United States.

This is a senior, high-impact leadership role focused on creating a technical support function from the ground up inside a fast-growing SaaS business with a mission-driven culture. The role combines strategy and hands-on execution: you will shape the support vision, operating structure, and service model while also helping resolve customer issues directly in the early phase. You will introduce the systems and processes needed to scale support efficiently, including ticketing tools, documentation hubs, and AI-enabled support solutions. The position also requires building clear KPIs, escalation workflows, and quality standards so customers receive consistent, reliable help. In close partnership with engineering, product, and customer-facing teams, you will help remove friction, improve product reliability, and strengthen customer satisfaction.

Accountabilities

• Create and formalize the technical support organization, including the service model, escalation design, service-level expectations, and day-to-day operating standards.
• Evaluate, deploy, and refine a ticketing system with strong workflow automation, routing logic, and reporting capabilities.
• Design and maintain a self-serve help center with useful articles, FAQs, and step-by-step guidance.
• Set up and improve an AI-based chatbot to increase support efficiency and reduce avoidable tickets.
• Define support tiers such as L1, L2, and L3, with clear ownership rules and escalation thresholds.
• Track core support metrics, including CSAT, first response time, resolution time, and open backlog health.
• Perform quality reviews to raise accuracy, consistency, and overall customer experience.
• Analyze recurring customer problems and work with other teams to drive product and process fixes.
• Act as the main technical support expert during the early phase while preparing for team growth.
• Build the hiring approach, onboarding process, and training structure for future support team expansion.
• Serve as the subject-matter expert for the product, including API and integration troubleshooting with diagnostic tools.
• Work closely with engineering, product, and customer success to improve resolution speed and strengthen feedback loops.

Requirements

• 4 to 7 years of experience leading technical support in a B2B SaaS environment.
• Demonstrated success in building or scaling a support operation, including systems, process design, and tooling choices.
• Experience working in early-stage or fast-growth settings where priorities and structure evolve quickly.
• Practical experience implementing and managing ticketing platforms and support workflows.
• Strong working knowledge of APIs, webhooks, integrations, and technical problem-solving.
• Experience maintaining knowledge bases and familiarity with AI-driven support or chatbot tools.
• Strong analytical ability to monitor KPIs and turn support data into practical improvements.
• Excellent written and spoken communication skills, especially for explaining technical issues clearly.
• Ability to work effectively across engineering, product, and customer-facing functions.
• Experience with AI-, data-, or analytics-oriented products is an advantage.
• Familiarity with higher education workflows and privacy requirements such as FERPA is a plus.

Perks and benefits

• Remote-friendly setup with flexibility and autonomy.
• Competitive compensation based on experience and scope of impact.
• Full health, dental, and wellness coverage.
• Unlimited paid time off and paid parental leave.
• Retirement savings plan with employer contribution matching.
• Modern work equipment and tools provided, including Apple hardware where applicable.
• Opportunity to join a rapidly expanding, mission-driven company during a pivotal scaling phase.
• Inclusive, collaborative, low-ego team environment centered on meaningful outcomes.

Additional information

Applications are handled by the partner company rather than directly by the posting platform. The partner manages the review process and all next steps.

The selection process uses AI-supported matching to help identify candidates whose profiles align with the role’s core requirements. Shortlisted candidates are passed to the hiring company, which makes the final decision and owns interviews and assessments.

By applying, candidates acknowledge that their personal data may be processed for evaluation and shared with the employer as part of pre-contractual and legitimate-interest processing, including relevant privacy rights such as access, correction, deletion, and objection where applicable.

AI tools may be used to assist with application review, resume analysis, response assessment, and consistency checks, but human reviewers make the final hiring decision.