Head of Technical Support

Location: San Francisco Employment Type: Full time Location Type: On-site Department: Technical Support Compensation: $250K – $300K • Offers Equity • Offers Bonus

Overview

• Location: San Francisco, in person (5 days/week)
• Team: Technical Customer Success / Support
• Reports to: CTO
• About LiteLLM

LiteLLM is the open-source AI gateway powering production AI traffic for NASA, Adobe, Netflix, Stripe, Nvidia, and many other Fortune 500s. We provide a unified API across 100+ LLM providers and act as the enterprise control plane for AI traffic. We're a YC W23 company, post-Series A, with 36K+ GitHub stars and growing fast.

Role Purpose:

• Own the support function end to end and drive escalations to zero.
• Build support processes to prevent escalations from skipping layers and hitting founders.
• Define and enforce SLAs across all support channels (Slack Connect, email, Zendesk).
• Ensure every customer thread has an owner, ETA, and clear next step.
• Set up performance tracking for the support team to identify resource or performance issues.
• Hold engineering accountable for customer tickets with clear ownership and ETAs.
• Own hiring decisions for support engineers, managers, or tooling needs.

First 90 Days Objectives:

• Audit all active customer threads and identify dropped ones.
• Define SLAs by customer tier and issue severity with team and customer buy-in.
• Establish weekly support metrics review (response time, resolution time, escalation rate, ticket aging, NPS).
• Build engineering accountability loop with weekly reviews.
• Diagnose causes of escalations (systemic issues, capacity issues, process gaps) using data.
• Decide on next hires based on findings.

Candidate Profile:

• Obsessive about inbox zero and Slack zero; ensures every thread has an owner and next step.
• Systems-driven with experience building support orgs or similar ops functions from small teams to 10+ people.
• Comfortable evaluating team performance with data to determine headcount or coaching needs.
• Understands role boundaries; can distinguish systemic vs. account-specific issues; challenges engineering on ETAs without debugging product themselves.
• Customer credible; able to manage tense calls without overpromising timelines.
• Comfortable with ambiguity and rapid change typical of startups.

Bonus Qualifications:

• Background supporting developer-facing or infrastructure products.
• Experience with Zendesk, Linear, Slack Connect at scale.
• Familiarity with LLMs, AI infrastructure or gateway/proxy space.

Compensation:

• Base salary: $250K - $300K plus bonus and equity
• Benefits include 401(k) with 3.5% match
• Equity is meaningful at current stage and growth