Technical Support Lead at Knapsack

Technical Support Lead

Location: Remote (U.S. preferred)

About Us:

We’re a growing SaaS company building software that helps digital product teams design, build, and scale faster and more consistently. Our platform sits at the intersection of design systems, engineering, and product operations. We support companies from the Fortune 100 to mid-market and are backed by some amazing investors (including Gradient Ventures, Slack Fund, Founder Collective, Crosslink Capital, and Parade Ventures). Learn more about our last $5.5M funding round here, and our approach to design systems here. As we scale from ~20 to 50+ team members, we’re investing in a stronger support experience that grows with our product, our customer base, and our team.

The Role:

We’re looking for our first Technical Support Lead to take ownership of our support function and evolve it into a scalable, responsive, and customer-centric capability. This is a foundational role — part player, part coach, and part builder — that will shape the structure and direction of our Technical Support function as we grow. You’ll work directly with customers, shape support processes, create feedback loops with Product and Engineering, and guide our transition from ad-hoc support to a consistent and strategic function.

This role reports into the EVP of Strategy & Operations and collaborates closely with the Services, Account Management, and Product teams.

Responsibilities:

Day-to-Day Operations

• Serve as the first escalation point for technical support issues across all customer segments.
• Manage the support ticket queue and ensure timely, high-quality responses from the team.
• Collaborate with Product to triage and route bugs, incidents, and complex issues.
• Develop internal runbooks, technical documentation, and workflows for efficient resolution and scalable operations as the team grows.

Process & Infrastructure

• Define and improve processes, escalation paths, and team workflows for tracking and adhering to customer service level agreements (SLAs).
• Optimize support tooling (e.g., ticketing system, tagging, internal notes) and lead improvements to our technical support tool stack
• Build and maintain reporting to track trends, resolution times, and quality indicators. Work closely with the EVP of Strategy & Operations to ensure technical support metrics feed into executive-level dashboards.

Strategic & Cross-Functional Leadership

• Partner with executive leadership to define the structure of the Technical Support function as we grow, and to hire subsequent team members.
• Partner with Product to ensure customer issues inform roadmap decisions.
• Work with the Solutions team to align support models to repeatable services delivery and post-sale customer care programs.
• Identify recurring customer pain points and develop proactive or scalable self-service solutions.
• Establish a knowledge base and contribute to help content that empowers users and future technical support team members.

What We’re Looking For:

Required Experience:

• 7+ years in a customer-facing technical support or technical services role, ideally in SaaS.
• Deep comfort troubleshooting web technologies (e.g., APIs, HTML/CSS/JS environments).
• Comfort directly supporting and communicating with both technical (e.g. engineers) and non-technical (e.g. designers, product managers) users of Knapsack
• Exceptional communication and problem-solving skills.
• Experience managing a support queue or leading ticket triage/escalation processes.
• Ability to work cross-functionally and influence the evolution of the company beyond your direct scope of responsibility.

Bonus Points For:

• Experience managing a team.
• Experience with Zendesk, Linear, and Slack.
• Familiarity with Git-based workflows or developer tooling.
• Prior involvement in building support processes, KPIs, and/or documentation from scratch.
• A passion for scaling team culture and improving internal operations.

Who You Are:

• A pragmatic problem-solver who thrives in ambiguity.
• Energized by helping others — both customers and teammates — succeed.
• Excited about building systems, not just answering tickets.
• Comfortable juggling execution and process improvement simultaneously.
• A natural communicator with empathy and curiosity.

Why Join Us?

• Shape a critical function from the ground up at a high-leverage moment in our growth.
• Work with a collaborative, thoughtful team solving meaningful customer problems.
• Be part of building an operationally excellent SaaS company with customer experience at its core.

About Knapsack:

We are modernizing digital production. Knapsack is an enterprise-grade design system platform connecting design and code for teams of every size. We help some of the largest digital product teams in the world accelerate and de-risk digital product delivery through efficient and effective pattern reuse at scale.

We provide our team with top-notch benefits:

• Fully-remote team, so you can work from wherever you want
• All-company trips in fun locations
• Whatever tools you need to do great work, tech and otherwise
• Unlimited paid vacation
• 401K plan with matching
• 100% of monthly health premiums covered for you and your dependents
• Salary range for this role is $135,000 - $160,000 annually.

As a team, we strive to approach every opportunity, every challenge, every conversation with our core values top of mind:

1. Honor openness and vulnerability. We believe that diverse voices are important and lead to better solutions. We foster an environment where opinions and feedback are not only heard, but carry weight. We are kind and empathetic in our communications with each other and regularly express gratitude for each other's contributions. Feedback is delivered compassionately and intended to inspire growth.
2. Practice mindfulness and intentionality. Our actions are centered around our intentions and aligned toward shared outcomes. We communicate with intentionality—we focus on the future, not just the present. We respect the humility of not knowing and appreciate questions as much as answers. We use our voices, drive, and experiences to find ways to improve the business while growing as a team and individuals.
3. Prioritize shipping, not perfection. To get our customers the tools they need as quickly as possible, we want to ship good—not perfect. To achieve this, we keep communications and planning as simple and straightforward as possible. We strive to be iterative in our workflows; with strong beliefs loosely held we can react to customer feedback and build great products for our users.
4. Act with user empathy. User needs and struggles are at the heart of our work. Empathy for, and direct feedback from our users guides us and keeps us aligned towards shared goals.

If you share this vision, we’d love to work with you at Knapsack. Knapsack is an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a special need that requires accommodation, please let us know.