---
title: 'Head of Technical Support at Mintlify'
canonical: 'https://feeny.ai/job/head-of-technical-support-mintlify-san-francisco-xsc209r3rj1t'
type: 'job'
last_seen: '2026-10-13'
---

# Head of Technical Support at Mintlify

- **Company:** Mintlify
- **Location:** San Francisco, CA
- **Compensation:** $185k–$225k
- **Employment:** full-time
- **Posted:** 2026-10-01
- **Last confirmed live:** 2026-10-13
- **Apply:** https://jobs.ashbyhq.com/mintlify/e0176b0a-53d5-42cf-a4e8-50476c77c191

## Job description

Why Mintlify? 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](https://mattrickard.com/hire-slope-not-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 role

We'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

## What you'll do

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

What success looks like

- 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.

## What we're looking for

- 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

## Nice to have

- 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

## Compensation and benefits

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
- $420/month wellness stipend
- 100% coverage for Health, dental, vision
- Free Ubers to and from work
- Free lunch and dinners
- Annual team offsite (previously went to Alaska, Hawaii)

## About Mintlify

## Company Overview
- **One-liner**: Mintlify provides AI-powered knowledge infrastructure that powers documentation for over 20,000 companies, enabling both humans and AI agents to find accurate product information.
- **Entity Type**: Private (Series B)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2022
- **Founders**: Han Wang, Hahnbee Lee

## Core Business
- **Primary industry**: Software Development / Knowledge Infrastructure / Developer Tools
- **Target customers**: B2B; Startups, Enterprises, and any organization needing public-facing documentation or AI-ready knowledge bases (e.g., Anthropic, Coinbase, Cursor, Scale AI, X, AT&T, HubSpot)
- **Mission or purpose statement**: "Empower builders" by redefining how knowledge is shared through innovative, AI-powered tools that help millions work smarter, together.

## Products & Services
- **Mintlify (Knowledge Platform)**: A cloud-based SaaS platform for creating, hosting, and managing public-facing documentation. It is built to be "agent-native," meaning it is optimized for consumption by both human developers and AI agents. Features include self-updating knowledge, access control, system integrations, and collaboration tools. The platform boasts 99.99% uptime.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total Funding of **$66.8M**; Annual Revenue of **$1.0M** (as of latest data).
- **Notable Investors/Partners**: Andreessen Horowitz (led Series A & B), Salesforce Ventures (co-led Series B), Bain Capital Ventures, Y Combinator. Backed by **$22 million** in early funding prior to the Series B.
- **Growth Signals**:
    - **Massive Scale**: Powers docs for **20,000+** companies, reaching **100M+ developers** and **300M+ visitors** annually. Agents have consumed knowledge over **2B times** in the past year.
    - **Rapid Headcount Growth**: Grew from ~28 to **51 employees** (+200% YoY).
    - **High-Profile Customers**: Serves Anthropic, Coinbase, Cursor, Scale AI, X, HubSpot, and AT&T.
    - **Strategic Acquisitions**: Acquired Helicone and Trieve (July 2025) to expand capabilities.
    - **#1 YC Product**: Reportedly the most used product by other Y Combinator companies.

## Competitive Advantages
- **Agent-Native Infrastructure**: Mintlify is purpose-built for the AI era, designed to be the "knowledge infrastructure agents build on." This positions it ahead of legacy documentation tools that are not optimized for AI consumption.
- **Network Effects & Brand**: With 20,000+ companies and 100M+ developers, Mintlify has established a dominant standard for modern documentation, creating a strong switching cost.
- **Speed & Efficiency**: Customers report 50x faster deployment times and a 60% reduction in engineering resources needed for documentation.
- **Small, High-Impact Team**: With only ~51 employees, each hire has outsized influence on the product and company trajectory, similar to early-stage high-growth startups.

## Strategic Focus
- **Deepening the Agent Platform**: Continuing to build features specifically for AI agents, ensuring the platform remains the default choice for AI-ready knowledge.
- **Enterprise Expansion**: With the Series B led by Salesforce Ventures, the company is likely accelerating its go-to-market for large enterprises (e.g., AT&T).
- **Product Integration**: Integrating acquisitions (Helicone, Trieve) to create a more comprehensive knowledge and observability stack.
- **Scaling the Team**: Actively hiring across engineering, sales, marketing, and customer success to support rapid growth.

## Why Work Here
- **High Agency & Impact**: The company values "high-agency" individuals who take bold, calculated risks. With a small team, new hires directly shape the company's trajectory and have a massive impact on a platform used by millions.
- **Culture Values**: "Fast, Growth-minded, Genuine, High-agency, Humility, Driven." They value "slope over y-intercept" (growth potential over current experience).
- **Work Environment**: **In-Office (5 days a week)** in downtown San Francisco. The company provides complimentary Uber rides to and from the office.
- **Generous Perks**:
    - **Compensation**: Competitive salary and meaningful equity.
    - **Time Off**: 20 days paid vacation.
    - **Health**: 100% coverage for health, dental, and vision insurance (including dependents).
    - **Financial**: 401k (US) or RRSP (Canada) matching.
    - **Wellness**: $420 monthly wellness stipend.
    - **Meals**: Free lunch and dinner daily.
    - **Setup**: Generous one-time work setup stipend.
    - **Offsite**: Annual team offsite to explore new places.
    - **Fun**: Unlimited free mints.
- **Tech Stack**: Modern and developer-friendly, including TypeScript, React, Next.js, Node.js, AWS, PostgreSQL, MongoDB, Redis, Elasticsearch, and Datadog.

## Sources
1. [mintlify.com](https://www.mintlify.com/)
2. [mintlify.com/careers](https://www.mintlify.com/careers)
3. [builtin.com](https://builtin.com/company/mintlify)
4. [linkedin.com](https://www.linkedin.com/company/mintlify)
5. [cbinsights.com](https://www.cbinsights.com/company/mintlify)

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