Takt · 1 week ago
Technical Support Lead
Reston, VA
Full-time
Hybrid
Mid, Senior LevelTakt is a Warehouse Intelligence Platform that enhances productivity for large retailers and distribution networks. They are seeking a Technical Support Lead responsible for building an AI-first support engine and serving as the technical authority on their product, focusing on automating support and maintaining high-quality documentation.
Information TechnologyLogisticsSoftwareSupply Chain ManagementWarehousing
No H1B
Responsibilities
Architect our AI Support Strategy: Utilizing Pylon , you will train and refine AI support agents to automate responses, ensuring they deliver accurate, context-aware answers to both general and customer-specific inquiries
Own the Documentation Ecosystem: You will build and maintain the "source of truth" for our product—writing pristine API documentation and user guides. You treat documentation as a product itself, knowing it feeds the AI models that support our customers
Lead Technical Triage: You will not just "pass" tickets to engineering; you will work directly with them to triage issues . This includes reproducing bugs, gathering technical context, and isolating root causes so engineers can fix them faster
Manage the Support Queue: While you build automation, you will still be hands-on responding to support requests. You will handle the "human tier" of support, stepping in when the AI needs assistance or when complex technical empathy is required
Bridge Engineering & Success: You will act as the technical translator between Customers/Customer Success and the Engineering team , ensuring customer feedback is technically actionable and that engineering solutions are clearly communicated back to users
Qualification
Required
Technical Background: You are comfortable reading logs, understanding data, and troubleshooting SaaS applications. You don't just report bugs; you investigate them
Documentation Excellence: You have experience writing technical documentation, API guides, or developer-facing content. You enjoy translating complex features into simple, accurate instructions
AI & Automation Mindset: You are excited about the potential of AI (LLMs) to transform support. You are eager to learn how to 'train' a system rather than just answering the same question 100 times
Clear Communicator: You can explain technical root causes to engineers and business impacts to customers without losing meaning in either direction
In-Person Collaboration: Willingness to work in our Reston, VA office at least 3 days per week to collaborate directly with the engineering team
Preferred
Experience with Pylon or other modern, AI-driven support tools (e.g., Intercom Fin, Zendesk AI)
Basic proficiency in SQL or scripting (Python/JS) to aid in data gathering and troubleshooting
Experience establishing support processes or SLAs from scratch at an early-stage company
Interest in growing into a Solutions Engineer, Product Manager, or Engineering role
Company
Takt
Takt is a warehouse labor management & intelligence platform built for B2C, D2C, & 3PL operations.
Founded in 2021
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2021-06-01Pre Seed
Leadership Team
Glynn LoPresti
Co-Founder & CEO
Alex Rhea
Co-Founder & CTO
Recent News
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