> Markdown version of [/jobs/ext/1148134-head-of-technical-support](https://www.wearedevelopers.com/jobs/ext/1148134-head-of-technical-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Head of Technical Support - **Company:** EDSIGHTS, INC. - **Location:** New York, NY, United States (Remote available) - **Experience:** Expert - **Salary:** $100,000.0 - $150,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Data Streaming, Systems Integration, Data Logging, Chatbots, Data Analytics, Api Design, Zendesk, Webhooks - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=710b8219d38cf8ee ## About the Role * 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. ## Description EdSights is hiring its first Head of Technical Support to build and lead our technical support function from the ground up. You'll handle tickets directly while laying the operational foundation the team will eventually scale on., * 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. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Beyond Webhooks: The Future of Scalable API Event Delivery](https://www.wearedevelopers.com/videos/100312-beyond-webhooks-the-future-of-scalable-api-event-delivery) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Creating bots with Dialogflow CX](https://www.wearedevelopers.com/videos/587-creating-bots-with-dialogflow-cx) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [The Best X (Twitter) Accounts for Developers](https://www.wearedevelopers.com/magazine/294-the-best-x-twitter-accounts-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)