{"id":1678666,"url":"https://alion.io/job/mintlify-head-of-technical-support","title":"Head of Technical Support","company":{"id":48371,"name":"Mintlify","domain":"mintlify.com","url":"https://alion.io/company/mintlify","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":87,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":185000,"max":225000,"currency":"USD","period":"year","gross":null,"usd_annual":225000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Anthropic","optional":false},{"name":"CI/CD","optional":false},{"name":"DNS","optional":false},{"name":"Git","optional":false},{"name":"GitHub","optional":false},{"name":"JavaScript","optional":true},{"name":"LLM","optional":true},{"name":"TypeScript","optional":true}],"status":"live","first_seen_at":"2026-10-01T17:05:53Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-17T11:42:53Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Why Mintlify?\nWe're on a mission to empower builders.\nMassive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch.\n\nSmall team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory.\n\nCulture ofslope over y-intercept: We value learning velocity, grit, and unapologetically unique personalities.\n\nWe grew in value faster than headcount and we’re looking to align the two quickly.\nAbout the role\nWe're hiring a Head of Technical Support to own how Mintlify supports its customers, from fast-growing startups to our largest enterprise accounts. You'll lead a growing team of support engineers and stay hands-on: working the hardest escalations, debugging customer setups, and building the tooling that lets the team scale.\nEnterprise comes first. As more large companies run their documentation on Mintlify, they expect clear SLAs, fast escalation paths, and a support partner who can go deep technically. You'll build that motion, raise the operational bar with real metrics, and use AI so support keeps pace as our customer base grows.\nTeam: A growing team of support engineers, with open headcount\n\nLocation: San Francisco, in office 5 days a week\n\nType: Full-time, player-coach\n\nWhat you'll do\nBuild the enterprise support motion\nDefine and run tiered SLAs, priority levels, and escalation paths for enterprise customers\n\nOwn critical escalations end-to-end, including communication with customer engineering leaders and executives\n\nPartner with Sales, Solutions, and Customer Success on onboarding, renewals, and at-risk accounts\n\nHandle technical questions in security reviews and complex setups such as SSO, custom domains, and CI/CD integrations\n\nScale support with AI and automation\nDeploy and tune AI agents that deflect and resolve common questions, and measure their real resolution rate\n\nBuild internal tools, scripts, and workflows that cut handle time and repeat work\n\nTurn recurring tickets into docs, product fixes, or automations\n\nTighten the loop with Engineering and Product\nOwn bug triage: clear reproductions, severity, and routing to the right team\n\nBring ticket data into roadmap discussions so the most painful issues get fixed\n\nRun incident communication with customers alongside Engineering\n\nRaise the team's operational and technical bar\nSet up the metrics that matter (first response, time to resolution, CSAT, backlog, escalation rate, AI resolution rate) and report on them weekly\n\nForecast volume and headcount as the customer base grows\n\nHire, coach, and level support engineers; build career paths and a QA process\n\nSet coverage and on-call so enterprise SLAs hold\n\nWhat success looks like\n30 days: You've worked tickets and escalations yourself, met the team and key enterprise customers, and have a baseline of current support metrics.\n\n90 days: Enterprise SLAs and escalation paths are defined and live, a weekly metrics review is running, and you've shared a plan for AI deflection and team growth.\n\n6 months: Enterprise SLAs are met consistently, AI resolves a measured and growing share of inbound volume, and bug triage with Engineering runs on a clear cadence.\n\n12 months: Support scales with the customer base, the team has clear levels and career paths, and support data shapes the roadmap.\n\nWhat we're looking for\n4+ years in technical support, support engineering, or a similar customer-facing technical role, including 1+ years managing a team\n\nExperience leading support at a high-growth developer-tools or developer-focused company\n\nStrong fluency in docs and developer tooling: Git and GitHub workflows, CI/CD, Markdown/MDX, static sites, APIs and OpenAPI specs, DNS and hosting\n\nHands-on debugging skills: you can reproduce an issue, read logs and config, and explain the root cause to an engineer or a customer\n\nYou've deployed AI in a support org (agents, deflection, or AI-assisted workflows) and can show what it changed in the numbers\n\nOperational rigor: you've defined SLAs, built dashboards, reported metrics to leadership, and forecast volume and headcount\n\nCalm, clear communication with enterprise customers during escalations and incidents\n\nAble to work from our San Francisco office 5 days a week\n\nNice to have\nYou've used Mintlify or another docs platform, as a customer or on the team\n\nYou've built a support function from zero at an early-stage startup\n\nYou can write code (JavaScript/TypeScript or similar) to build internal tools and scripts\n\nExperience with enterprise requirements such as SSO/SAML, security reviews, and custom domains\n\nFamiliarity with how LLM-based products work (retrieval, prompting, evals), which helps when supporting our AI features\n\nCompensation and benefits\nThe base salary range for this role is $185,000-$225,000, plus equity. Final pay depends on experience and skills.\nCompany Benefits:\nCompetitive compensation and equity\n\n20 days paid time off every year\n\n401k\n\n$420/month wellness stipend\n\n100% coverage for Health, dental, vision\n\nFree Ubers to and from work\n\nFree lunch and dinners\n\nAnnual team offsite (previously went to Alaska, Hawaii)","description_format":"text","description_chars":5329,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Developer Tools"],"lifecycle":[{"event":"open","at":"2026-10-02T09:14:53Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":112500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.894,"p_room":1,"age_days":15,"expected_fill_days":62,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":225000,"is_top_pay":true},"html_url":"https://alion.io/job/mintlify-head-of-technical-support","json_url":"https://alion.io/job/mintlify-head-of-technical-support.json","meta":{"generated_at":"2026-10-17T14:07:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19033,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":48371},"rest":"https://alion.io/mcp/rest/get_company?id=48371"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmintlify-head-of-technical-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmintlify-head-of-technical-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmintlify-head-of-technical-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mintlify-head-of-technical-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmintlify-head-of-technical-support"}]}