AirOps

Technical Support Lead

AirOps

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • New York • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Recruit, hire, onboard, and coach a high-performing technical support team
  • Develop a player-coach model to solve complex customer issues while building systems for your team
  • Create career development pathways and mentorship programs for technical support talent
  • Design and implement an AI-first support strategy leveraging automation and self-service
  • Build comprehensive self-serve support infrastructure including documentation and community resources
  • Establish SLAs, response time targets, and quality metrics
  • Serve as the escalation point for complex technical issues and work hands-on to debug workflows
  • Develop expertise in the AirOps platform and create technical runbooks
  • Partner with Solutions Architects for smooth customer handoffs and feedback loops with Product teams
  • Own customer health metrics and drive expansion opportunities from support interactions
  • Build early warning systems to 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.
Benefits
  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportsolutions engineeringtechnical account managementcustomer successLLMsAI techniquesprompt engineeringAPI integrationsworkflow automationdata analysis
Soft Skills
people managementrecruitmentteam developmentanalytical skillscommunicationproblem-solvingmentorshipstrategic thinkingadaptabilitycollaboration