Technical Support Lead

Takt is a Warehouse Intelligence Platform used by large retailers, 3PLs, and global distribution networks to improve productivity and operational performance. We operate with an intentionally in-person culture in Reston, VA to support deep collaboration on complex technical problems.

We are hiring our first Technical Support Lead—a strategic role responsible for building an AI-first support engine from the ground up. This person will sit at the intersection of customers, Customer Success, and Engineering, but with a modern twist: you will not just resolve issues, you will automate the resolutions.

Using Pylon, you will train AI support agents to handle inquiries with both general and customer-specific knowledge. You will serve as the technical authority on our product, owning the creation of the highest-quality product and API documentation in the industry. While you will be hands-on with triage and resolution, your ultimate goal is to build the processes, documentation, and feedback loops that allow our support capabilities to scale exponentially.

This role is ideal for someone who:

• Possesses a technical background but is deeply passionate about customer experience.
• Is excited by the prospect of automating support and training AI models.
• Takes pride in writing pristine, developer-grade documentation.
• Is technically curious, comfortable triaging complex bugs, and working directly with Engineering to resolve them.

What You’ll Be Doing

• 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.

What You Should Have

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.

Location & Work Model

Our Approach to Work We operate with an intentionally in-person culture because we believe deep collaboration on complex technical problems happens best when we are in the same room. As the bridge between Customer Success and Engineering, your physical presence is critical to quickly triage issues and provide real-time feedback to the development team.

• Hybrid Schedule: This role is based in our Reston, VA office. We require you to be onsite at least 3 days per week to collaborate with the team.
• Local Candidates Only: We are looking for candidates currently local to the Washington, D.C. metro area. Fully remote candidates will not be considered.

Additional Information

• Visa Sponsorship: Takt is unable to offer visa sponsorship for this specific role at this time.
• Equal Opportunity: Takt is an equal opportunity employer. We welcome applicants from all backgrounds to apply and help us build the future of Warehouse Intelligence.