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We are seeking an experienced and hands-on Head of Support to lead our global Support organization. This role oversees Technical Support Engineering (TSE) functions, escalations, incident leadership, customer experience, and global operational excellence. The ideal candidate brings strong technical depth, proven leadership in SaaS/B2B support, and the ability to build a high-performing, customer-focused support culture.

Global Support Leadership:
Lead and coach global Technical Support Engineering teams.
Ensure high-quality support with improvements in CSAT, response/resolution times, backlog, and KPIs.
Maintain clear global processes and standards.
Align with regional leads for coverage across time zones.

Technical Expertise & Escalations:
Act as the senior escalation point for complex issues.
Guide engineers in root cause analysis, distributed systems, and observability.
Oversee incident management with strong communication and collaboration.
Maintain hands-on knowledge of our architecture and tooling.

Operational Excellence:
Drive continuous improvement to streamline workflows and reduce escalations.
Enhance productivity through better tools, processes, and automation.
Own KPI frameworks, dashboards, and data-driven reviews.
Partner with Product and Engineering to bring customer insights into product enhancements.

Customer Experience:
Promote a customer-first culture in Support.
Represent Support in critical situations and executive escalations.
Ensure consistent, clear communication with customers.
Strengthen collaboration with Sales and Product.

Training & Team Development:
Own onboarding and ongoing training for Support engineers.
Ensure the team stays current on product capabilities.
Foster collaboration, accountability, and ongoing learning.

We are looking for a Global Support Manager.
Key Responsibilities:
Strategic Leadership:
Refine and implement a comprehensive customer support strategy aligned with company goals and customer needs.
Refine and report on key performance indicators (KPIs) and service level agreements (SLAs) for the support organization.
Analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for proactive support.
Collaborate with Customer Success, Product, Engineering, and Sales teams to ensure seamless customer journeys and effective issue resolution.
Stay abreast of industry best practices in customer support and application security trends.
Team Management & Development:
Recruit, train, and mentor a team of highly skilled and customer-focused support professionals.
Foster a culture of continuous learning, professional development, and customer advocacy within the support team.
Conduct regular performance reviews and provide constructive feedback to team members.
Ensure adequate staffing levels and efficient resource allocation to meet customer demand.
Technical Excellence:
Develop and maintain in-depth knowledge to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices
Serve as a technical escalation point within the Global Support Team
Operational Excellence:
Optimize support processes, workflows, and tools to improve efficiency, effectiveness, and customer satisfaction.
Oversee the management of our knowledge base, FAQs, and self-service resources to empower customers.
Implement and manage support technologies (e.g., ticketing systems, remote support tools).
Handle escalated customer issues and ensure timely and satisfactory resolution.
Develop and maintain documentation for support procedures and policies.
Customer Experience:
Champion a customer-centric approach throughout the organization.
Act as a voice of the customer within the company, advocating for product improvements and enhancements based on support insights.
Proactively identify opportunities to enhance the customer experience and build strong customer relationships.