AirOps - Technical Support Lead
Requirements
• 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 • Experience building AI-powered support systems, chatbots, or self-service automation • Background in content/SEO technology, marketing automation, or data-heavy SaaS platforms • Hands-on experience with support platforms (Intercom, Zendesk, Front) and analytics tools • Proficiency with project management tools (Linear, Asana, Notion) • Previous experience at companies serving both enterprise and self-serve customer segments • Former founder or entrepreneurial experience – we love people who've built things from scratch • Our Guiding Principles • Extreme Ownership • Curiosity and Play • Make Our Customers Heroes • Respectful Candor
Responsibilities
• Recruit, hire, onboard, and coach a high-performing technical support team, establishing scalable processes and best practices • Develop a player-coach model where you're both in the trenches solving complex customer issues and building the systems that enable your team to excel • Create career development pathways and mentorship programs that attract and retain top technical support talent • Transform the Support Motion • Design and implement an AI-first support strategy that leverages automation, self-service, and intelligent routing to deliver exceptional support experiences at scale • Build comprehensive self-serve support infrastructure including documentation, knowledge bases, video tutorials, and community resources • Establish SLAs, response time targets, and quality metrics that balance speed with technical depth across enterprise and mid-market segments • Drive Technical Excellence • Serve as the ultimate escalation point for complex technical issues, working hands-on to debug workflows, troubleshoot integrations, and resolve platform issues • Develop deep expertise in the AirOps platform, LLMs, prompt engineering, retrieval systems, and workflow automation • Create and maintain technical runbooks, troubleshooting guides, and internal documentation that enable rapid issue resolution • Close Critical Feedback Loops • Partner closely with Solutions Architects to ensure smooth customer handoffs and knowledge transfer post-activation • Build structured processes for capturing, prioritizing, and communicating customer feedback to Product and Engineering teams • Establish regular cadences and reporting mechanisms that translate support trends into actionable product improvements • Collaborate with Product teams to validate bug fixes, test new features, and provide customer-informed input on roadmap priorities • Impact Revenue & Growth • Own customer health metrics including CSAT, response times, resolution rates, and escalation patterns • Identify and act on expansion opportunities revealed through support interactions, working with account teams to drive adoption and upsell • Reduce churn through proactive issue identification and resolution • Build early warning systems that flag at-risk accounts based on support patterns
Benefits
• Equity in a fast-growing startup • Competitive benefits package tailored to your location • Flexible time off policy • A fun-loving and (just a bit) nerdy team that loves to move fast!
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