Head of Technical Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Technical Support based in the United States.
This is a high-impact leadership role responsible for building a technical support function from the ground up within a fast-scaling, mission-driven SaaS environment. You will define the vision, structure, and operating model for support while also being hands-on in day-to-day issue resolution in the early stage. The role blends strategic ownership with technical depth, requiring someone who can design scalable systems while actively supporting customers. You will implement core tooling such as ticketing systems, knowledge bases, and AI-driven support solutions. A key part of the role is establishing clear processes, KPIs, and escalation paths to ensure high-quality and consistent customer experiences. You will also collaborate closely with engineering, product, and customer-facing teams to improve product reliability and reduce friction points. This position offers the opportunity to shape a critical function that directly impacts customer satisfaction and product success.
Accountabilities:
- Build and define the technical support function, including service model design, escalation paths, SLAs, and operational standards
- Select, implement, and optimize a ticketing platform, ensuring effective workflows, automations, and reporting structures
- Develop and maintain a self-service help center with high-quality documentation, FAQs, and how-to resources
- Implement and continuously improve an AI-powered chatbot to enhance support efficiency and ticket deflection
- Establish support tiering (L1, L2, L3) with clear ownership and escalation criteria
- Own support performance metrics including CSAT, response time, resolution time, and backlog management
- Conduct quality assurance reviews to improve accuracy, consistency, and customer experience standards
- Identify recurring issues and collaborate cross-functionally to drive product and process improvements
- Serve as the primary technical support resource during early stages while laying groundwork for team expansion
- Define hiring strategy, onboarding programs, and training frameworks for future support team growth
- Act as a technical expert on core products, including API and integration troubleshooting using diagnostic tools
- Partner closely with engineering, product, and customer success teams to ensure smooth issue resolution and feedback loops
- 4–7 years of experience in technical support leadership within a B2B SaaS environment
- Proven experience building or scaling a support function, including systems, processes, and tooling decisions
- Background in early-stage or high-growth environments with evolving structures and priorities
- Hands-on experience implementing and managing ticketing systems and support workflows
- Strong understanding of APIs, webhooks, integrations, and technical troubleshooting
- Experience managing knowledge bases and familiarity with AI-based support or chatbot tools
- Strong analytical skills with the ability to track KPIs and translate support data into actionable insights
- Excellent written and verbal communication skills, with the ability to explain technical topics clearly
- Ability to collaborate effectively across engineering, product, and customer-facing teams
- Experience working with AI, data, or analytics-driven platforms is a plus
- Familiarity with higher education environments and data privacy considerations (such as FERPA) is a plus
- Remote-friendly work environment with flexibility and autonomy
- Competitive compensation aligned with experience and impact
- Comprehensive health, dental, and wellness benefits
- Unlimited PTO and paid parental leave
- Retirement savings plan with employer matching
- Provision of modern work equipment and tools (e.g., Apple hardware)
- Opportunity to join a fast-growing, mission-driven organization in a high-impact phase of scale
- Collaborative, inclusive, and low-ego team culture focused on meaningful outcomes.
Requirements:
Benefits:
Support pay context
Based on 834 disclosed Support salaries on RoleSuite, the role pays a median of $64K/year, with most offers between $53K and $103K (10th–90th percentile: $44K–$150K).
See the full Support salary breakdown →