Head of Technical Support

EdSights

Head of Technical Support responsible for designing and building the support function at EdSights. Leading a tech support team at a dynamic EdTech company serving higher education.

Posted 6/30/2026full-timeRemote • 🇺🇸 United StatesLead💰 $100,000 - $150,000 per yearWebsite

About the role

Key responsibilities & impact

Build the Function
Design EdSights’ technical support function: service model, escalation paths, SLAs, and operating principles.
Select and implement a ticketing platform (e.g. Zendesk, Freshdesk, Intercom) and own the full rollout.
Launch or revamp a customer-facing help center with self-service content (articles, FAQs, how-to guides) in partnership with Customer Education.
Implement and manage an AI chatbot integrated with the help center, configuring deflection flows and iterating on resolution rates.
Define support tiers (T1: general inquiries, T2: technical/product, T3: engineering escalations) with clear ownership and handoff criteria.
Own Performance & Quality
Own core KPIs (CSAT, response time, resolution time, ticket backlog) and report regularly to leadership.
Implement a QA process to review tickets, identify coaching opportunities, and continuously improve technical accuracy.
Analyze support trends to surface recurring issues, product gaps, and documentation needs for CX and Product.
Lead & Scale the Team
Serve as the sole technical support resource in the near term while building the infrastructure for future growth.
Define the hiring roadmap: when to add headcount, what roles to hire, and skills needed at each stage.
Build onboarding and training programs including product curricula, shadowing structures, and ramp milestones.
Develop Deep Technical Expertise
Become the internal authority on EdSights’ Retain and Admit products - how they work, where they break, FAQ, how to triage.
Triage and resolve complex issues involving APIs, integrations, and data flows; use logs and tools like Hex for diagnosis.
Maintain visibility into known product gaps and bugs; communicate proactively with affected customers and the CX team.
Collaborate Cross-Functionally
Partner with Implementation and Partner Success to ensure smooth handoffs from onboarding to ongoing support.
Work with Engineering to define escalation paths for bugs, logging standards, and customer status communication.
Collaborate with Product to ensure customer-reported issues are documented, prioritized, and tracked to resolution.

Requirements

What you’ll need

4 to 7 years in technical support leadership within a B2B SaaS environment.
Proven track record building or significantly scaling a support function, including tooling decisions and process design.
Experience at an early- or growth-stage company where operating without established processes is the norm.
Hands-on experience implementing a ticketing platform including workflows, automations, and reporting.
Comfort working with APIs, webhooks, and integrations.
Experience managing a customer-facing knowledge base and familiarity with AI chatbot/virtual agent platforms.
Strong command of support KPIs with the ability to build reports and translate ticket data into cross-functional insights.
Exceptional written communication skills; able to explain complex issues clearly to non-technical users.
Confident working cross-functionally with Engineering, Product, and CX; able to advocate for customers and present to leadership.
Experience supporting platforms with AI, NLP, or data analytics components.
Familiarity with higher education and FERPA data privacy considerations is a plus.

Benefits

Comp & perks

Remote-friendly work
Unlimited PTO
Paid parental leave
Competitive compensation
New Apple hardware
401k matching
Strong health and wellness benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

APIsWebhooksIntegrationsTicketing PlatformsSupport KPIsData AnalysisProcess DesignTechnical TroubleshootingKnowledge Base ManagementAutomation Workflows

Soft Skills

Exceptional Written CommunicationCustomer AdvocacyTeam BuildingTraining DevelopmentProblem Solving