SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 185,000 - 225,000 / annual
Mintlify is a documentation platform serving 100+ million developers annually and powering docs for 20,000+ companies including Anthropic, Microsoft, PayPal, Spotify, and Coinbase. The company recently raised $45M Series B led by A16Z and Salesforce Ventures and is scaling from 65 employees.
You will lead Mintlify's technical support function as a player-coach, owning how the company supports customers from fast-growing startups to large enterprises. You'll build and lead a growing team of support engineers while staying hands-on with the hardest escalations, debugging complex customer setups, and creating tooling that enables team scaling.
Key responsibilities include:
**Enterprise Support Motion**: Define and operate tiered SLAs, priority levels, and escalation paths for enterprise customers. Own critical escalations end-to-end, including communication with customer engineering leaders and executives. Partner with Sales, Solutions, and Customer Success on onboarding, renewals, and at-risk accounts. Handle technical questions in security reviews and complex setups (SSO, custom domains, CI/CD integrations).
**AI & Automation**: Deploy and tune AI agents for deflection and resolution of common questions, measuring real resolution rates. Build internal tools, scripts, and workflows to reduce handle time and repeat work. Convert recurring tickets into documentation, product fixes, or automations.
**Cross-functional Collaboration**: Own bug triage with clear reproductions, severity assessment, and routing. Bring ticket data into roadmap discussions so painful issues get prioritized. Run incident communication with customers alongside Engineering.
**Team & Operations**: Set up and track key metrics (first response time, resolution time, CSAT, backlog, escalation rate, AI resolution rate) with weekly reporting. Forecast volume and headcount as the customer base grows. Hire, coach, and level support engineers; build career paths and QA processes. Set coverage and on-call schedules to maintain enterprise SLAs.
Success milestones: 30 days—working tickets, meeting team and key customers, establishing baseline metrics; 90 days—enterprise SLAs live, weekly metrics reviews running, AI deflection plan shared; 6 months—consistent SLA attainment, measured AI resolution growth, clear bug triage cadence; 12 months—support scales with customer base, team has clear levels and career paths, support data shapes roadmap.
**Requirements:**
- 4+ years in technical support, support engineering, or similar customer-facing technical role, including 1+ years managing a team
- Experience leading support at a high-growth developer-tools or developer-focused company
- Strong fluency in docs and developer tooling: Git/GitHub workflows, CI/CD, Markdown/MDX, static sites, APIs/OpenAPI specs, DNS and hosting
- Hands-on debugging skills: reproduce issues, read logs and config, explain root causes to engineers and customers
- Deployed AI in a support org (agents, deflection, or AI-assisted workflows) with demonstrated impact on metrics
- Operational rigor: defined SLAs, built dashboards, reported metrics to leadership, forecasted volume and headcount
- Calm, clear communication with enterprise customers during escalations and incidents
- Able to work from San Francisco office 5 days per week
**Nice to have:**
- Used Mintlify or another docs platform as customer or team member
- Built a support function from zero at an early-stage startup
- Can write code (JavaScript/TypeScript or similar) for internal tools and scripts
- Experience with enterprise requirements (SSO/SAML, security reviews, custom domains)
- Familiarity with LLM-based products (retrieval, prompting, evals)
