Senior Technical Support and Documentation Manager

Senior Technical Support And Documentation Manager

Axle Health is hiring a Senior Technical Support and Documentation Manager to build and own post-launch technical support as a defined function for the first time. We're building AI-powered scheduling and workforce management software for home health organizations, and getting customers live is only the beginning - keeping them running, resolving issues fast, and making sure the same problems don't resurface is just as critical to the business. This role reports to the Head of Professional Services and owns the full support loop: first response, triage, resolution, and a knowledge base that compounds with every closed ticket.

The person who thrives here has no interest in inheriting a playbook. You'll be the one writing it. You'll debug issues directly, own customer-facing communication, and document resolutions so the next occurrence doesn't require a call. This is a hands-on individual contributor role - the expectation is that you're doing the work, not coordinating others to do it for you. If you're energized by building systems from scratch and owning what you create, this is the right kind of challenge.

You've been in this position before in a B2B SaaS environment: you've owned post-launch support or technical enablement end to end, built the processes yourself, and measured whether they worked. You can diagnose a customer issue, drive it to resolution, and write it up clearly enough that a customer admin can handle the next one independently. You know the difference between problems that need better documentation and problems that shouldn't exist at all - and you know how to communicate that distinction to engineering in a way that drives action.

What You'll Do

• Triage: Own first response and severity classification for every incoming issue, using strong technical literacy to route or resolve quickly and keep response times within SLA.

• Resolution and Troubleshooting: Diagnose and resolve customer issues directly, or escalate with full root-cause context to the right internal owner when a fix requires engineering intervention.

• Documentation and Knowledge Base: Own the customer-facing and internal knowledge base end to end - troubleshooting run books, admin documentation, implementation guides, and FAQs built from real resolutions, not assumptions.

• Self-Service Enablement: Track which issues generate the most volume and write against that list first, with success measured by a falling ticket rate per account over time, not just faster triage.

• SLA Definition and Ownership: Define resolution-time SLAs by severity level and customer tier, make them visible across the team, and hold the standard you set.

• Proactive Monitoring: Build and maintain monitoring that surfaces issues before customers report them, shifting the function from reactive to proactive wherever possible.

• Product and Engineering Feedback Loop: Separate recurring issues into two buckets - what needs better documentation and what shouldn't require documentation at all - and bring the second category to Product and Engineering with supporting data: frequency, accounts affected, and support hours consumed.

• Tiered Support Design: Design and operationalize a tiered support program - defining Standard, Premium, and Enterprise service levels with differentiated SLAs, response priorities, and support entitlements. Partner with Professional Services and Sales to build the business case for how tiers are priced and resourced.

Requirements

Must Haves

• 5-7+ years in technical customer support, customer success, or QA for a B2B SaaS product - with demonstrated ownership of building support processes and documentation from scratch, not inheriting and maintaining someone else's

• Experience supporting or performing QA on complex SaaS platforms with heavy business logic in regulated environments

• Technical depth to diagnose customer issues independently - comfortable navigating logs, reproducing issues in a sandbox, and driving root-cause analysis without relying on engineering for the initial diagnostic work

• Strong written communication - you can write a troubleshooting run book or admin guide that a customer can follow and resolve independently, without a call

• Experience building and owning a knowledge base or documentation system end to end - not contributing to one someone else structured

• Data-driven approach to prioritization - tracks issue volume by type, uses that signal to decide what to document first and what to surface to engineering as a product problem rather than a documentation gap

• Prior experience at an early or growth stage startup - comfortable building structure where none exists and making judgment calls without a defined playbook behind you

Nice to Haves

• Healthcare, home health, or field operations vertical experience - you understand the operational context your customers are managing

• Experience setting and managing support SLAs in a prior role - you've defined the standard, not just worked within one someone else set

• Familiarity with monitoring or observability tooling - able to configure alerts and surface issues proactively, not just respond when customers report them

• SQL or similar ability to pull and aggregate data independently - useful for building the reporting that backs your feedback to engineering

• Experience using AI tools to accelerate documentation or troubleshooting workflows

What We Offer

In addition to offering a competitive salary and equity, we want to ensure every team member has the tools they need to work to the best of their ability. To that end

We are committed to your Ownership:

• We cultivate an environment where team members feel ownership over the work they do. Everyone in an organization has big ideas and we want to hear them and implement them.

• All of our employees have equity compensation. We want you to benefit from all the hard work you do in helping patients and catalyzing this shift in healthcare.

We are committed to your Wellness:

• Medical, Dental, Vision

• 401k plan

• Flexible PTO and sick days

• Commuter benefits

• Santa Monica HQ with 180 degree beach views and daily catered lunches

We are committed to your Growth:

• Fast paced work environment geared towards professional growth

• Get the chance to move roles within the organization to learn new skills and continue to make an impact

We are committed to building Community:

• Monthly team events, dinners, & happy hours

• Special team outings - some past events have included: yacht cruises, visits to Universal Studios, Magic Castle, and Vegas