Senior Technical Support and Documentation Manager

Axle Health
Santa Monica
Workplace: OnsiteFull timeUSD 100,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Experience: 6+ yearsSkills: ["Ownership","Written communication","Root-cause analysis","Data-driven prioritization","Customer communication"]

Own post-launch technical support as a core function for an AI scheduling and workforce management SaaS used by in-home healthcare providers. You’ll triage and resolve customer issues, drive root-cause analysis with clear escalation context, and build a compounding knowledge base with runbooks, admin guides, and FAQs. Define SLAs, implement proactive monitoring, and partner with Product and Engineering using data on recurring issues to improve the product.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Axle Health
Axle Health
3 days ago

Senior Technical Support and Documentation Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own post-launch technical support as a core function for an AI scheduling and workforce management SaaS used by in-home healthcare providers. You’ll triage and resolve customer issues, drive root-cause analysis with clear escalation context, and build a compounding knowledge base with runbooks, admin guides, and FAQs. Define SLAs, implement proactive monitoring, and partner with Product and Engineering using data on recurring issues to improve the product.
Location: Santa Monica
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own first response and severity classification for incoming issues while keeping response times within SLA.
  • •Diagnose and resolve customer issues or escalate with complete root-cause context for engineering fixes.
  • •Own the customer-facing and internal knowledge base end to end, including run books, admin docs, implementation guides, and FAQs.
  • •Define resolution-time SLAs by severity and customer tier, make them visible across the team, and hold the standard.
  • •Build proactive monitoring to surface issues before customers report them and close the loop with Product and Engineering using supporting data.

Pay and Benefits

Salary: USD 100,000 - 130,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kEquityPaid LeaveSick DaysCommuter BenefitsMeal Allowance

Key Requirements

  • •5-7+ years in technical customer support, customer success, or QA for a B2B SaaS product, building support processes and documentation from scratch.
  • •Experience supporting or performing QA on complex SaaS platforms with heavy business logic in regulated environments.
  • •Ability to diagnose customer issues independently (navigate logs, reproduce in a sandbox, and drive root-cause analysis).
  • •Strong written communication to produce troubleshooting run books/admin guides customers can follow independently.
  • •Data-driven prioritization: track issue volume by type and decide what to document first vs. what to surface to engineering as a product problem.
Experience:6+ yearsB2B SaaSHealthcareAI scheduling
Skills:OwnershipWritten communicationRoot-cause analysisData-driven prioritizationCustomer communication
Tech Stack:SQLMonitoringObservabilityAI tools

Eligibility

Nationality:US National

Company Brief

Axle Health
Provides virtual musculoskeletal care and physical therapy solutions that combine telehealth, care coordination, and digital tools to help employers and health plans reduce MSK costs and improve member outcomes.
Industry: HealthTech
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series A
Headquarters: Cambridge, United States
Founded: 2018
WebsiteLinkedIn