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LeadFull-timeRustAIAPI
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
AirOps is seeking a Technical Support Lead to own how we support customers post-activation. This player-coach role involves solving complex technical challenges while building and leading a world-class support organization. You'll directly impact revenue retention, account expansion, and customer health by ensuring customers unlock the full value of AirOps.
Key Responsibilities
- →Recruit, hire, onboard, and coach a high-performing technical support team, establishing scalable processes and best practices
- →Develop a player-coach model where you're both solving complex customer issues and building systems that enable your team to excel
- →Design and implement an AI-first support strategy that leverages automation, self-service, and intelligent routing
- →Build comprehensive self-serve support infrastructure including documentation, knowledge bases, and video tutorials
- →Serve as the ultimate escalation point for complex technical issues, working hands-on to debug workflows and resolve platform issues
- →Partner closely with Solutions Architects to ensure smooth customer handoffs and knowledge transfer
- →Build structured processes for capturing, prioritizing, and communicating customer feedback to Product and Engineering teams
- →Own customer health metrics including CSAT, response times, resolution rates, and escalation patterns
Requirements
- ✓4-6+ years in technical support, solutions engineering, or customer success roles at high-growth B2B SaaS companies
- ✓2+ years of people management experience building and leading technical teams
- ✓Hands-on technical expertise with LLMs, AI techniques, prompt engineering, and API integrations
- ✓Experience with workflow automation tools and troubleshooting complex multi-system integrations
- ✓Player-coach mentality equally comfortable resolving technical escalations and strategizing about team structure
- ✓Track record of building or transforming support organizations and driving measurable improvements in customer satisfaction
- ✓Strong analytical skills with experience using data to identify trends and drive decision-making
- ✓Excellent written and verbal communication skills
- ✓Comfortable in fast-paced startup environments where you'll define processes and wear multiple hats
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