Head of Technical Support

About EdSights: EdSights is a rapidly expanding education technology pioneer building the core infrastructure to help colleges and universities understand what students are actually thinking and feeling. We call our platform Student Voice Intelligence—an AI-powered conversational environment that engages students in real time to uncover the real qualitative drivers of attrition. Our insights empower student success, retention, and enrollment workflows. Backed by an $80 million investment from JMI Equity and ranked on the Inc. 5000 for hyper-growth and innovation, EdSights partners with over 300 higher education institutions across the United States. We cultivate a value-driven, kind, and high-velocity team of builders dedicated to creating technology that makes a measurable difference in student persistence.

Position Overview

We are seeking a highly autonomous, systems-fluent, and technically capable Head of Technical Support to build, lead, and operate our technical customer support function from the ground up under a permanent, full-time remote configuration within the United States. Operating as the founding technical lead in our Customer Experience (CX) department, you will act as both a hands-on individual contributor resolving tickets and a strategic lifecycle architect setting our operational standards. Shifting completely away from routine non-regulated administrative data transcription loops, superficial page styling adjustments, or basic helpline routing, you will operate an active multi-tenant API telemetry analysis, server logs diagnostic, and conversational AI tuning laboratory. Partnering directly next to distributed product managers, implementation specialists, and core engineering cells, you will translate abstract platform bugs into structured strategic resolutions. This position requires a support leader with 4–7 years of B2B SaaS background who handles complex integration layers fluidly natively using Technical Support, Zendesk, and Project Management primitives, establishes support tier handoffs seamlessly, and designs our long-term customer success staffing roadmap independently.

Key Responsibilities

• Support Function Governance: Architect and deploy EdSights’ inaugural technical support framework, formulating service delivery models, multi-level escalation pathways, and rigid SLA protocols from scratch natively utilizing Technical Support standards.
• Ticketing Architecture Control: Select, configure, and manage our centralized enterprise ticketing platform using modern systems such as Zendesk, Freshdesk, or Intercom, orchestrating automated workflows and reporting views.
• AI Virtual Agent Implementation: Launch, train, and continuously refine an integrated customer-facing AI chatbot and knowledge center, configuring automated deflection flows to increase real-time resolution rates.
• Advanced Telemetry Troubleshooting: Investigate and isolate complex data flow anomalies, API performance bottlenecks, and webhook payload tracking records natively utilizing data platforms like Hex and cloud logs.
• Support Quality Assurance: Establish and champion rigorous QA review metrics across all customer interactions to surface product feature gaps, document software issues, and enhance team technical accuracy.
• Product Competency Leadership: Become the definitive internal system authority on EdSights’ Retain and Admit products, maintaining complete visibility into known code bugs and proactive client communications.
• Staffing Roadmap Blueprinting: Define and drive the division’s future hiring targets, establishing training milestones, product onboarding curricula, and job specifications natively deploying Project Management guidelines.
• Cross-Functional Product Alignment: Partner close-knit alongside engineering, customer success, and product cells to ensure customer-reported software issues are documented, prioritized, and tracked cleanly to final resolution.

Required Skills & Qualifications

• A minimum of 4 to 7 years of proven, successful professional experience operating inside a Technical Support Leadership, Support Engineering, or closely matching tech-driven client escalation capacity within a B2B SaaS sector.
• Demonstrated tracking history building or significantly scaling a customer support department from scratch, including software selection, lifecycle mapping, and team training design.
• Expert Platform and Integration Command: Meticulous practical experience configuring help centers, setting automation rules, and managing data flows natively within enterprise helpdesks like Zendesk.
• Grounded operational intimacy working comfortably with cloud components, webhooks, RESTful APIs, and systems containing AI, natural language processing (NLP), or complex data analytics blocks.
• Outstanding written and verbal presentation communication strengths in English, with an established background explaining abstract system constraints cleanly to non-technical institutional users.
• Location Context: Position operates under remote parameters open exclusively to qualified full-stack customer service engineering and technical infrastructure support authorities residing permanently within the United States.

Preferred Strategic Indicators (Nice to Have)

• Prior platform or consulting history driving client success engines explicitly inside the higher education technology (EdTech), university enrollment analytics, student retention, or multi-tenant cloud software sectors.
• Direct operational familiarity navigating student data privacy baselines and federal compliance parameters (such as FERPA data regulations).
• An adaptable, high-agency performer persona characterized by an active builder spirit, a "no-ego" mindset focused on collaborative trust, and an eager passion for helping students succeed via tech-driven insights.

What We Offer

• Premium United States Technical Support Leadership Remuneration: A highly competitive annual target cash base salary scale of $100,000 — $150,000 USD calibrated precisely to your individual systems pedigree and deployment velocity, backed by prominent tier-one growth equity assets.
• 100% remote workspace infrastructure freedom open anywhere within the United States, saving your working day from stressful physical office commute traffic.
• Founding Enterprise Impact Footprint: Elite professional growth checkpoints achieved by single-handedly blueprinting the support workflows, escalation metrics, and AI chatbots powering an infrastructure utilized by 300+ universities.
• Comprehensive physical preservation benefits, including premium medical, dental, and vision insurance networks effective quickly.
• Access to uncompromised employee support structures including unlimited Paid Time Off (PTO), comprehensive paid parental leave networks, a matching 401(k) retirement plan, brand-new Apple hardware provisioning, and structured health and wellness benefits designed for lifelong professional mastery.