Senior Technical Support and Documentation Manager

About Us

Axle Health builds AI scheduling and workforce management software to empower in‑home healthcare providers to deliver exceptional, personalized care right where patients feel most comfortable—at home.

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.

• 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 expand 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.

• 5-7+ years in technical customer support, customer success, or QA…