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Axle Health is building AI-powered scheduling and workforce management software for in-home healthcare providers. The company's platform helps major providers like Cityblock Health and U Penn Health System improve field team utilization by 17%+ through proprietary logistics algorithms, mobile apps, operations dashboards, and patient engagement tools. Backed by $14M from Y Combinator, Pear VC, and F-Prime, Axle is a team of top-tier engineers and operators focused on transforming how home healthcare is delivered.
This Senior Technical Support and Documentation Manager role owns the full post-launch support function end-to-end for the first time at the company. Reporting to the Head of Professional Services, you will build and operationalize technical support as a defined system, moving from reactive to proactive support delivery.
Key responsibilities include: triaging and classifying every incoming customer issue by severity while maintaining SLAs; diagnosing and resolving customer issues directly or escalating with full root-cause context to engineering; building and owning the customer-facing and internal knowledge base including troubleshooting runbooks, admin documentation, and FAQs; tracking high-volume issue types and prioritizing documentation to reduce ticket volume per account; defining resolution-time SLAs by severity and customer tier; building proactive monitoring to surface issues before customers report them; separating recurring issues into documentation gaps versus product problems and bringing the latter to Product/Engineering with supporting data; and designing a tiered support program (Standard, Premium, Enterprise) with differentiated SLAs and service levels.
This is a hands-on individual contributor role. You will do the work directly, not coordinate others. You'll debug issues, own customer communication, and document resolutions so problems don't resurface. Success is measured by falling ticket rates per account and self-service enablement, not just faster triage.
Required: 5-7+ years in technical customer support, customer success, or QA for B2B SaaS with demonstrated ownership of building support processes and documentation from scratch; experience supporting complex SaaS platforms with heavy business logic in regulated environments; technical depth to diagnose issues independently (logs, sandbox reproduction, root-cause analysis); strong written communication for troubleshooting guides and admin documentation; end-to-end knowledge base or documentation system ownership; data-driven prioritization using issue volume signals; prior early or growth-stage startup experience building structure without a defined playbook.
Nice to have: healthcare, home health, or field operations vertical experience; prior experience setting and managing support SLAs.
