---
title: 'Director of Technical Success at Broccoli AI'
canonical: 'https://feeny.ai/job/director-of-technical-success-broccoli-ai-lehi-jx3vwews73k9'
type: 'job'
last_seen: '2026-09-14'
---

# Director of Technical Success at Broccoli AI

- **Company:** Broccoli AI
- **Location:** Lehi, UT
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-08
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.ashbyhq.com/broccoli/d61bcd8e-53b4-4ceb-b9d7-3bad5e3e440a

## Job description

## About Broccoli 🥦

At Broccoli, we're building AI teammates for the people who build and maintain our world. We partner with plumbing, HVAC, and electrical contractors, the hardworking businesses that keep homes and communities running, and replace fragmented software and repetitive manual work with AI that actually gets the job done. Our AI teammates answer phones, book appointments, follow up with customers, recover missed revenue, and help contractors deliver exceptional customer experiences, all while integrating seamlessly with platforms like ServiceTitan. Before we wrote a single line of code, we visited more than 140 contractors to understand how these businesses truly operate. That firsthand experience shaped everything we've built. Today:

- Hundreds of contractors rely on Broccoli every day.
- We've grown to $15M+ ARR in under two years.
- We're trusted by everyone from independent contractors to some of the largest private equity backed operators in the home services industry.
- We're backed by Khosla Ventures and Y Combinator.

We're still just getting started.

## The Role

We're hiring a Technical Success Director to lead and scale Broccoli's Technical Success function. Technical Success sits at the intersection of our customers, our product, and our Engineering team. As the leader of this function, you'll make sure complex customer problems don't get lost between teams. You'll build a team that can deeply understand technical issues, represent the customer's needs to Engineering, and translate technical solutions back into clear outcomes for the customer. You'll serve as the bridge between customers and Engineering, bringing customer context, business impact, and technical detail together to ensure we're solving the right problems and solving them well. At the same time, you'll build the people, processes, and systems that allow Technical Success to scale alongside Broccoli. You'll lead a highly technical team, establish how we handle support escalations, define SLAs and ticket flows, develop strong partnerships with Engineering and Product, and continuously turn what we learn from customers into better products and better experiences. This is a hands-on leadership role for someone who enjoys solving complex problems, developing people, building systems, and operating at the intersection of customer experience and technology.

## What You'll Do

1. Lead the Team

- Lead, coach, and develop the AI Tech Support team, creating a culture of ownership, technical excellence, and customer obsession
- Set clear expectations, goals, and performance standards for the team
- Hire and scale the team as Broccoli's customer base and technical needs grow
- Develop technical expertise across the team through coaching, training, documentation, and hands-on problem solving
- Create an environment where team members are empowered to investigate problems, make decisions, and own issues through resolution
- Maintain a strong partnership between Technical Success and Customer Success
- Maintain a high bar for both technical quality and customer experience

1. Bridge the Gap Between Customers & Engineering

- Serve as the primary bridge between customer-facing teams and Engineering for complex technical issues
- Ensure customer problems are deeply understood, accurately diagnosed, and translated into clear, actionable solutions
- Bring the customer's business context, impact, urgency, and desired outcome to Engineering, not just the symptoms of a technical issue
- Partner with Engineering to triage, investigate, prioritize, and resolve customer-impacting issues
- Establish clear escalation standards so Engineering receives high-quality, actionable issues rather than incomplete or ambiguous escalations
- Represent the customer's perspective in technical discussions while translating technical complexity back into clear answers for customers and Customer Success
- Own the communication loop throughout an escalation, ensuring customers and internal teams always understand what is happening, what is known, and what comes next
- Identify patterns across customer issues and partner with Engineering and Product to address root causes rather than repeatedly solving the same problem
- Build trust between Technical Success and Engineering so both teams see each other as partners in solving customer problems

1. Build the Technical Success Function

- Define and execute the strategy, priorities, and operating model for Technical Success
- Establish scalable processes for technical support, troubleshooting, escalation, incident management, and issue resolution
- Develop and monitor key metrics around response times, resolution times, quality, customer impact, escalations, and team performance
- Build the documentation, troubleshooting guides, playbooks, and internal resources needed to scale technical expertise
- Identify opportunities to automate, simplify, or eliminate repetitive technical work
- Establish processes that turn customer issues and technical learnings into improvements across Product, Engineering, and Customer Success
- Continuously evaluate how Technical Success should evolve as Broccoli's product, technology, and customer base grow

## What You'll Bring

- 8-12+ years of experience in technical support, technical account management, solutions engineering, implementation, customer success, or a similar customer-facing technical role
- 4+ years leading and developing technical teams, including experience building or materially redesigning a support or technical-success operating model
- Experience supporting a mission-critical, integration-heavy SaaS product where customer issues may require rapid coordination across Support, Engineering, and Product
- Demonstrated experience establishing escalation frameworks, SLAs, ticket routing, quality programs, incident processes, and durable Engineering and Product feedback loops
- Experience partnering with Engineering and Product to investigate customer-impacting issues, translate technical complexity clearly, and drive resolution.
- Strong ability to translate between technical and non-technical audiences and communicate complex problems clearly
- Experience partnering closely with Engineering or Product to investigate and resolve customer-impacting issues
- Excellent judgment and ownership when navigating ambiguous, high-impact, or time-sensitive problems
- A track record of building or improving processes, systems, and teams in a fast-moving environment
- A customer-first mindset with the ability to balance speed, quality, and technical rigor
- Comfortable operating at both the strategic and tactical level—you can build the strategy while still jumping into a difficult escalation when needed

## Nice to Have

- Experience leading Technical Success, Technical Support, Support Engineering, Technical Account Management, or a similar function in a startup environment
- Experience with AI, conversational AI, voice, communications, or workflow automation products
- Experience supporting integrations with platforms such as ServiceTitan, CRMs, ticketing systems, or other business-critical software
- Experience supporting mid-market or enterprise customers
- Experience working in a high-growth startup environment
- Experience influencing Product and Engineering roadmaps through customer feedback and technical insights

## Role Details

- Location: Lehi, Utah
- In-office: Hybrid
- Team fit: We're looking for a technical leader who is excited about AI, cares deeply about customers and their teams, thrives in a fast-moving startup environment, and wants to build a Technical Success function that can grow with Broccoli.

## About Broccoli AI

## Company Overview
- **One-liner**: Broccoli AI builds an AI-native operating system for home service businesses, using voice agents to automate customer service, scheduling, and revenue operations for plumbing, HVAC, and electrical contractors.
- **Entity Type**: Private (Series A)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2021
- **Founders**: AJ Jain (CEO) and Aditya Ketkar (CTO)

## Core Business
- **Primary industry/industries**: Home Services Technology, Artificial Intelligence, Customer Service Automation
- **Target customers**: B2B — plumbing, HVAC, and electrical contractors (from single-location operators to PE-backed roll-ups)
- **Mission or purpose statement**: "To democratize great customer service so every contractor, no matter their size, can give customers the experience they deserve."

## Products & Services
- **AI Voice Agents**: AI-powered phone agents that answer every call 24/7, book jobs in real time, and provide empathetic customer support for trades businesses. Type: AI Agent / SaaS.
- **Revenue Automation (Outbound & Follow-ups)**: Automated outbound calling and follow-up sequences to drive more revenue for contractors. Type: AI Agent / SaaS.
- **Operations Automation**: AI agents that handle scheduling, dispatch, and alerting for emergencies, integrated with systems like ServiceTitan. Type: AI Agent / SaaS.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Raised $25M+ in Series A funding led by Khosla Ventures, with participation from Y Combinator (Winter 2022 batch). [ycombinator.com](https://www.ycombinator.com/companies/broccoli-ai/jobs)
- **Notable Investors/Partners**: Khosla Ventures (lead, Series A), Y Combinator (W22 batch), Gustaf Alstromer (YC partner).
- **Growth Signals**: Grew from 0 to 800+ contractors in under 2 years; grew from $0 to millions in ARR in under a year; headcount grew 272.7% year-over-year to 31 employees; 22 active job postings (monthly job postings up 46.7%, yearly up 2,100%). [linkedin.com](https://www.linkedin.com/company/broccoli-com)

## Competitive Advantages
- **Deep vertical focus**: Built specifically for trades (plumbing, HVAC, electrical) rather than a generic AI voice agent, allowing for industry-specific workflows and integrations (e.g., ServiceTitan).
- **Founder-market fit**: Founders spent 9 years working together and went door-to-door meeting 100+ contractors to understand the market before building, leading to a product that truly fits the workflow.
- **Rapid traction**: Grew from 0 to 800+ contractors and from $0 to millions in ARR in under a year, indicating strong product-market fit.
- **Full-stack automation**: Unlike point solutions that only handle calls, Broccoli automates the entire front office (calls, scheduling, dispatch, follow-ups, marketing) in one platform.

## Strategic Focus
- **Scale the contractor base**: Continue onboarding plumbing, HVAC, and electrical businesses, targeting both single-location operators and large PE-backed roll-ups.
- **Deepen the operating system**: Expand automation beyond voice to cover the full workflow of home service businesses (scheduling, dispatch, marketing, operations).
- **Expand into new verticals**: The company is hiring for a "Strategy & Operations Lead, New Verticals," indicating plans to expand beyond the core trades.
- **Hire aggressively**: With 22 open positions and massive job posting growth, the company is in a major scaling phase across engineering, sales, marketing, and operations.

## Why Work Here
- **High-growth environment**: The company is growing extremely fast (272.7% headcount growth YoY, millions in ARR in under a year), offering employees the chance to have outsized impact in a rocket ship.
- **Founder-led with strong pedigree**: Founders AJ Jain and Aditya Ketkar have worked together for 9+ years, have backgrounds at Adobe and Microsoft, and are backed by top-tier investors (Khosla Ventures, Y Combinator). [ycombinator.com](https://www.ycombinator.com/companies/broccoli-ai)
- **Culture of deep customer empathy**: The company was built by going door-to-door and meeting 100+ contractors, and that customer-first ethos permeates the engineering and product culture.
- **Work policy**: Hybrid/In-Office — the company has two offices in San Francisco (300 Brannan St) and roles are listed as "Hybrid" or "In-Office" on Built In. [builtin.com](https://builtin.com/company/broccoli-ai)
- **Notable perks**: Backed by top-tier VCs (Khosla, YC); opportunity to work on a high-impact AI product that directly helps small businesses; fast-paced environment with significant ownership.
- **Engineering culture**: Heavy emphasis on AI and full-stack engineering; the team is building a complex, real-time voice AI system integrated with legacy field service software. Open roles include Staff Software Engineer, Director of Engineering, and Senior Product Manager. [ycombinator.com](https://www.ycombinator.com/companies/broccoli-ai/jobs)

## Sources
1. [broccoli.com](https://www.broccoli.com/)
2. [linkedin.com](https://www.linkedin.com/company/broccoli-com)
3. [ycombinator.com](https://www.ycombinator.com/companies/broccoli-ai)
4. [ycombinator.com - Jobs](https://www.ycombinator.com/companies/broccoli-ai/jobs)
5. [builtin.com](https://builtin.com/company/broccoli-ai)

## Other roles at Broccoli AI

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- [Webflow Designer (Contractor)](https://feeny.ai/job/webflow-designer-contractor-broccoli-ai-san-francisco-rqjpptvbfaxs) — San Francisco, CA
- [Office Manager (SF)](https://feeny.ai/job/office-manager-sf-broccoli-ai-san-francisco-zdx0kagdg281) — San Francisco, CA
- [People Operations Coordinator](https://feeny.ai/job/people-operations-coordinator-broccoli-ai-san-francisco-hdkmvwjfatnk) — San Francisco, CA
- [Office Manager (Lehi, Utah)](https://feeny.ai/job/office-manager-lehi-utah-broccoli-ai-lehi-a2x3x6pbczz9) — Lehi, UT
- [AI Tech Support (Early Shift)](https://feeny.ai/job/ai-tech-support-early-shift-broccoli-ai-lehi-gjjht29nnr4m) — Lehi, UT
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- [Founding Business Development Lead, Private Equity](https://feeny.ai/job/founding-business-development-lead-private-equity-broccoli-ai-san-francisco-w3fj3ffhy9jz) — San Francisco, CA