Head of Technical Support
New
E
EdSightsHigher Education EdTech
United StatesFull-TimeManager
Salary100,000 - 150,000 USD per year
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Job Details
- Experience
- 4 to 7 years
- Required Skills
- RESTful APIsZendesk
Requirements
- 4 to 7 years in technical support leadership within a B2B SaaS environment.
- Proven track record building or scaling support functions, including tooling and process design.
- Experience at an early- or growth-stage company working without established processes.
- Hands-on experience implementing a ticketing platform, workflows, and automations.
- Comfort working with APIs, webhooks, and integrations.
- Experience managing customer-facing knowledge bases and AI chatbot or virtual agent platforms.
- Strong command of support KPIs and ability to build reporting structures.
- Exceptional written communication skills for explaining technical issues to non-technical users.
- Experience supporting platforms with AI, NLP, or data analytics components.
- Familiarity with higher education and FERPA data privacy considerations is a plus.
Responsibilities
- Design and implement the technical support function including service models, escalation paths, SLAs, and operating principles.
- Select, implement, and lead the rollout of a ticketing platform such as Zendesk, Freshdesk, or Intercom.
- Launch or revamp a customer-facing help center with self-service content and AI-powered chatbots.
- Define and manage support tiers and handoff criteria to ensure clear ownership of issues.
- Monitor and report on core KPIs like CSAT, response time, and ticket backlog to leadership.
- Triage and resolve complex technical issues involving APIs, data flows, and product integrations.
- Collaborate with Product and Engineering teams to document bugs, prioritize fixes, and share customer insights.
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