Head of Technical Support @ Get A Job.ai

About This Role

Our talent team at Get A Job.ai is representing a confidential SaaS client in the marketing technology space. They're seeking a Head of Technical Support to serve as the critical bridge between customers and engineering.

This is a founding-level support role for a fast-growing platform used by performance marketers, agencies, and media buying teams managing high-volume advertising campaigns. When something breaks for these customers, it's not just a ticket—it's a campaign that didn't launch or a budget that didn't move. They need someone who understands the technical and business impact immediately.

You'll own the entire support function: onboarding every customer, triaging every ticket, QA-testing every release, and ensuring engineering receives clear, actionable bug reports with full reproduction steps. This role reports directly to the CEO and will shape how the company supports customers at scale.

What You'll Own

• Customer onboarding: Run setup sessions for every new account—connecting ad platforms, wiring attribution tools, inviting teams, and completing first launches together. Build the playbook and in-app flows that scale this process.
• End-to-end support: Own the support platform (Intercom or similar), response times, resolution quality, help center content, and escalation paths. Answer tickets yourself until volume justifies hiring.
• Triage and engineering liaison: Determine what's a bug, feature gap, platform quirk, or user error. Reproduce bugs with steps and account context, file detailed tickets, and surface patterns weekly with data on customer impact and affected spend.
• Release QA: Test every release against real accounts before production. Run launch flows, automations, and integrations through QA passes to catch issues before customers do.
• System monitoring: Track API connections, token health, webhook status, and integration syncs. Use monitoring tools to spot drift and get fixes in place before tickets arrive.
• Customer health: Identify which accounts are active, which have gone quiet, and which are at churn risk. Bring weekly lists to leadership and own retention outreach.

What We're Looking For

Required background:

• 3+ years in customer support, customer success, or technical support for B2B SaaS, with at least one role serving as the primary bridge to engineering
• Hands-on Meta ads experience (hard requirement): You've managed ad accounts, launched campaigns, and troubleshot Ads Manager and API issues. Agency or performance marketing background strongly preferred. You understand campaign structure, learning phase, pixel/CAPI setup, and can interpret API errors.
• Experience with support platforms (Intercom or similar) and ticketing tools (Shortcut, Linear, Jira)
• Experience running QA or user acceptance testing on software releases
• Comfortable reading logs, API responses, and error monitoring tools (Sentry or similar)—you don't need to code, but you need to identify where problems originate
• Available full-time during US business hours

Bonus qualifications:

• Familiarity with attribution platforms (Hyros, Cometly, Triple Whale, Northbeam)
• Experience building support functions from early stages

What sets exceptional candidates apart:

• You've been the person engineers trusted because your bug reports were complete and accurate
• You remain calm with frustrated customers facing launch failures, and direct with engineers who shipped the issue
• Your documentation—tickets, help articles, customer replies—is tighter and clearer than standard
• You want to build the support function, not just operate within one

How We Work With You

When you apply through Get A Job.ai, here's what happens:

1. Submit your application with the required video (details below) directly on our platform
2. Our recruiting team conducts an initial screen to assess fit and verify your advertising platform experience
3. We submit qualified candidates to our client with your materials
4. The client conducts their interview process with candidates we advance

Important: Do not attempt to contact the client directly. All communication and submissions go through Get A Job.ai to ensure a structured process.

Application requirements: You must submit a 5-minute (or less) video covering these four topics in order:

• Why you're a fit: Screen-share projects you've worked on or ad accounts you've accessed (blur sensitive info). Walk through the structure and explain the last thing that broke and how you fixed it.
• One bug report: Share an example of a report you filed that an engineer resolved without follow-up questions. Explain your reproduction process.
• One challenging customer situation: Describe a time when a customer was losing money due to a product issue. What did you say in your first reply, what actions did you take, and what was the outcome?
• Technical insight: In 60 seconds, explain what breaks first when a media buyer manages 20 accounts from a unified platform instead of individual native interfaces, and how you'd catch it proactively.

Pay

Compensation details will be discussed during the screening process. This is a full-time position with performance bonuses tied to retention and resolution metrics, plus paid time off.

Location: Remote (anywhere in the world), but you must be available during US business hours.

Equal Opportunity

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates in our recruiting process.