We're on a mission to empower builders.
Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch.
Small team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory.
Culture of slope over y-intercept: We value learning velocity, grit, and unapologetically unique personalities.
We grew in value faster than headcount and we’re looking to align the two quickly.
About the roleWe're hiring a Head of Technical Support to own how Mintlify supports its customers, from fast-growing startups to our largest enterprise accounts. You'll lead a growing team of support engineers and stay hands-on: working the hardest escalations, debugging customer setups, and building the tooling that lets the team scale.
Enterprise comes first. As more large companies run their documentation on Mintlify, they expect clear SLAs, fast escalation paths, and a support partner who can go deep technically. You'll build that motion, raise the operational bar with real metrics, and use AI so support keeps pace as our customer base grows.
Team: A growing team of support engineers, with open headcount
Location: San Francisco, in office 5 days a week
Type: Full-time, player-coach
Build the enterprise support motion
Define and run tiered SLAs, priority levels, and escalation paths for enterprise customers
Own critical escalations end-to-end, including communication with customer engineering leaders and executives
Partner with Sales, Solutions, and Customer Success on onboarding, renewals, and at-risk accounts
Handle technical questions in security reviews and complex setups such as SSO, custom domains, and CI/CD integrations
Scale support with AI and automation
Deploy and tune AI agents that deflect and resolve common questions, and measure their real resolution rate
Build internal tools, scripts, and workflows that cut handle time and repeat work
Turn recurring tickets into docs, product fixes, or automations
Tighten the loop with Engineering and Product
Own bug triage: clear reproductions, severity, and routing to the right team
Bring ticket data into roadmap discussions so the most painful issues get fixed
Run incident communication with customers alongside Engineering
Raise the team's operational and technical bar
Set up the metrics that matter (first response, time to resolution, CSAT, backlog, escalation rate, AI resolution rate) and report on them weekly
Forecast volume and headcount as the customer base grows
Hire, coach, and level support engineers; build career paths and a QA process
Set coverage and on-call so enterprise SLAs hold
30 days: You've worked tickets and escalations yourself, met the team and key enterprise customers, and have a baseline of current support metrics.
90 days: Enterprise SLAs and escalation paths are defined and live, a weekly metrics review is running, and you've shared a plan for AI deflection and team growth.
6 months: Enterprise SLAs are met consistently, AI resolves a measured and growing share of inbound volume, and bug triage with Engineering runs on a clear cadence.
12 months: Support scales with the customer base, the team has clear levels and career paths, and support data shapes the roadmap.
4+ years in technical support, support engineering, or a similar customer-facing technical role, including 1+ years managing a team
Experience leading support at a high-growth developer-tools or developer-focused company
Strong fluency in docs and developer tooling: Git and GitHub workflows, CI/CD, Markdown/MDX, static sites, APIs and OpenAPI specs, DNS and hosting
Hands-on debugging skills: you can reproduce an issue, read logs and config, and explain the root cause to an engineer or a customer
You've deployed AI in a support org (agents, deflection, or AI-assisted workflows) and can show what it changed in the numbers
Operational rigor: you've defined SLAs, built dashboards, reported metrics to leadership, and forecast volume and headcount
Calm, clear communication with enterprise customers during escalations and incidents
Able to work from our San Francisco office 5 days a week
You've used Mintlify or another docs platform, as a customer or on the team
You've built a support function from zero at an early-stage startup
You can write code (JavaScript/TypeScript or similar) to build internal tools and scripts
Experience with enterprise requirements such as SSO/SAML, security reviews, and custom domains
Familiarity with how LLM-based products work (retrieval, prompting, evals), which helps when supporting our AI features
The base salary range for this role is $185,000–$225,000, plus equity. Final pay depends on experience and skills.
Company Benefits:Competitive compensation and equity
20 days paid time off every year
401k with Employer Match
monthly wellness stipend
100% employee coverage for Health, Dental, Vision
Commute stipend to help get you to and from work
Free lunch and dinners
Annual team offsite (previously went to Alaska, Hawaii, Jackson Hole)
Skills Required
- 4+ years in technical support, support engineering, or a similar customer-facing technical role
- 1+ years managing a team
- Experience leading support at a high-growth developer-tools or developer-focused company
- Strong fluency in Git and GitHub workflows, CI/CD, Markdown/MDX, static sites, APIs and OpenAPI specifications, DNS, and hosting
- Hands-on debugging skills, including reproducing issues, reading logs and configuration, and explaining root causes
- Experience deploying AI in a support organization and demonstrating measurable results
- Experience defining SLAs, building dashboards, reporting metrics to leadership, and forecasting volume and headcount
- Clear communication with enterprise customers during escalations and incidents
- Ability to work from the San Francisco office five days per week
- Experience using Mintlify or another documentation platform
- Experience building a support function from zero at an early-stage startup
- Ability to write JavaScript, TypeScript, or similar code for internal tools and scripts
- Experience with SSO/SAML, security reviews, and custom domains
- Familiarity with LLM-based products, including retrieval, prompting, and evaluations
Mintlify Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mintlify and has not been reviewed or approved by Mintlify.
-
Healthcare Strength — Health, dental, and vision are covered at 100% for employees, with options available for dependents. This comprehensive coverage is consistently highlighted as a core part of the package.
-
Wellbeing & Lifestyle Benefits — Daily free meals, company‑paid rides to and from the office, a monthly wellness stipend, work‑setup support, and team offsites materially enhance day‑to‑day value. These perks are especially impactful for those working in the San Francisco office.
-
Equity Value & Accessibility — Compensation includes competitive salary with meaningful equity emphasized across roles. Ownership is positioned as a core component of total rewards at a small, fast‑moving team.
Mintlify Insights
What We Do
Mintlify's docs platform reaches 50 million developers every year and powers documentation for 10,000+ companies, including Anthropic, Cursor, Coinbase, Scale AI, X, and is the #1 YC product used by other YC companies. With only 28 people today, backed by $22 million in funding, each new hire shapes the company’s trajectory. We value learning velocity, grit, and unapologetically unique personalities - we believe in valuing someone's slope over y-intercept.
Gallery
