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Technical Support Lead

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AirOps

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Location:
United States , New York City ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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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!

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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