Head of Technical Support (AI)

Location: San Francisco, in office 5 days a week

Base salary: $185,000–$225,000 per year, plus equity.

Company

hirify.global provides a documentation platform serving developers and companies, including enterprise customers.

What you will do

• Define and operate tiered enterprise SLAs, priority levels, escalation paths, and support coverage.
• Lead critical escalations, debug customer setups, and communicate with customer engineering leaders and executives.
• Partner with Sales, Solutions, and Customer Success on onboarding, renewals, and at-risk accounts.
• Deploy AI agents, internal tools, scripts, and workflows to reduce support effort and resolve recurring questions.
• Own bug triage and incident communication with Engineering, and bring ticket data into Product roadmap discussions.
• Hire, coach, and level support engineers while establishing metrics, QA processes, career paths, and headcount plans.

Requirements

• 4+ years in technical support, support engineering, or a similar customer-facing technical role, including 1+ year managing a team.
• Experience leading support at a high-growth developer-tools or developer-focused company.
• Strong knowledge of Git and GitHub workflows, CI/CD, Markdown/MDX, static sites, APIs, OpenAPI specifications, DNS, and hosting.
• Hands-on debugging skills, including reproducing issues, reading logs and configuration, and explaining root causes.
• Experience deploying AI agents, deflection systems, or AI-assisted support workflows and measuring their impact.
• Must be able to work from the San Francisco office 5 days a week.

Nice to have

• Experience with hirify.global or another documentation platform.
• Experience building a support function from zero at an early-stage startup.
• Ability to write JavaScript, TypeScript, or similar code for internal tools and scripts.
• Experience with SSO/SAML, security reviews, custom domains, and enterprise requirements.
• Familiarity with LLM-based products, including retrieval, prompting, and evaluations.

Culture & Benefits

• Competitive compensation and equity.
• 20 days of paid time off annually.
• 401k and 100% coverage for health, dental, and vision insurance.
• $420 monthly wellness stipend.
• Free Ubers to and from work, free lunch and dinner, and an annual team offsite.