Technical Support Lead Job at AirOps (New York City)

Job Description

We're seeking a Technical Support Lead to own how we support customers post-activation. This is a player-coach role where you'll roll up your sleeves to solve complex technical challenges while building and leading a world-class support organization. You'll have direct impact on revenue retention, account expansion, and customer health by ensuring customers unlock the full value of AirOps. As our Technical Support Lead, you'll consolidate and uplevel our existing support motion, build AI-first support systems that scale across enterprise and mid-market segments, and establish the feedback loops that make our product better every day. This role sits at the critical intersection of customer success, product development, and revenue growth.

Job Responsibility

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
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
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
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
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

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

Nice to have

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

What we offer

Equity in a fast-growing startup
Competitive benefits package tailored to your location
Flexible time off policy
Parental Leave
A fun-loving and (just a bit) nerdy team that loves to move fast!

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Technical Support Lead

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