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We are looking for a VP of Global Support to lead Cloudinarys worldwide Support organization and help redefine how technical support creates value for customers and the business.

Reporting to the Chief Customer Officer, you will own the strategy, operating model, and performance of a global, follow-the-sun support organization. Beyond delivering operational excellence, you will modernize Support through AI, automation, knowledge management, and data-driven insights-transforming Support from a reactive service into a strategic customer intelligence function.

As a member of the Customer Success leadership team, you will serve as the voice of the customer, partnering closely with Engineering, Product, Customer Success, Sales, Marketing, and Executive Leadership to improve customer outcomes, influence product direction, and enable scalable growth.

This role is ideal for an executive who combines deep technical support expertise with operational excellence, organizational leadership, and a passion for leveraging AI to elevate both customer and employee experiences.


Responsibilities:

Define and execute our global support strategy, driving customer satisfaction, retention, and operational excellence.

Lead and scale a high-performing global organization across multiple regions, developing leaders and building a culture of accountability, collaboration, and continuous improvement.

Drive the transformation of Support through AI, automation, self-service, and knowledge management to improve efficiency, customer experience, and scalability.

Establish and optimize operational processes, support engineering practices, escalation management, and service delivery across a follow-the-sun model.

Own support performance through data and metrics, including CSAT, SLA attainment, quality, productivity, deflection, and operational efficiency.

Partner cross-functionally with Engineering, Product, Customer Success, Solutions Engineering, Professional Services, Sales, and Marketing to resolve customer challenges and influence product improvements.

Represent the voice of the customer at the executive level, using customer insights to shape product strategy and business priorities.

We're looking for a Technical Customer Success Manager to own customer relationships and help customers maximize the value of our platform throughout their entire journey - from onboarding and adoption to renewal and expansion.
In this role, you'll combine deep technical expertise with outstanding customer-facing skills, acting as a trusted advisor to both security practitioners and executive stakeholders. You'll work closely with Product, Engineering, Sales, and Support to ensure customers successfully adopt our platform while driving long-term retention and growth.

Responsibilities
Own the end-to-end customer lifecycle, including onboarding, implementation, adoption, renewal, and expansion.
Build trusted relationships with customer stakeholders, from security engineers to executive leadership.
Guide customers in adopting and optimizing Cloud Runtime Security platform.
Lead technical onboarding sessions, product training, and best-practice workshops.
Act as the primary technical advisor for customers, helping them investigate issues, solve technical challenges, and achieve their security goals.
Proactively monitor customer health, identify risks, and drive successful renewals and expansion opportunities.
Collaborate closely with Product, Engineering, and Support to advocate for customer needs and improve the platform.
Manage technical escalations and coordinate internal resources to ensure timely resolution.
Develop Success Plans with customers, define measurable goals, and track progress over time.

The Technical Support organization is scaling to meet rapid growth and the increasing complexity of customer needs. As the Operations Manager of Technical Support, you will be responsible for designing and managing the operational frameworks that drive team efficiency, scalability, and a world-class customer experience.

You will be expected to combine hands-on operational execution with strategic process design. The ideal candidate is highly analytical, systems-oriented, comfortable working across Zendesk/ServiceNow, Jira or similar platforms, and experienced in building Support operations processes in a fast-growing B2B SaaS or cybersecurity environment.

Key Responsibilities

Automation: Own the Support automation roadmap and implement opportunities for triage, routing, and deflection to improve efficiency.
AI-First Approach: translating operational pain points into AI-assisted workflows that improve speed, consistency, data quality, and team efficiency.
Ticket Routing Model: Design and optimize the Support ticket routing model by tier, severity, and skill set to accelerate resolution.
Ticket Taxonomy: Own the ticket taxonomy and governance for issue categorization to enable meaningful trend analysis and product feedback.
Backlog Governance: Own the governance model for backlog health, ensuring clear ownership, status, and proactive reduction mechanisms.
Dashboarding & Reporting: Own operational reporting to provide visibility into team performance, customer experience, and automation impact.
Capacity Planning: Maintain a data-driven capacity model based on volume, complexity, and growth to forecast hiring needs.
Quality Audits: Design and manage the Support quality audit program to improve communication standards and technical outcomes.
Tooling Ownership: Own the operational configuration and governance of tools used by the Support organization

Required Global Technical Support Director
Key Responsibilities:
Design and execute a cohesive global strategy for support and training, ensuring a seamless and consistent customer journey from initial onboarding to expert-level use.
Define and own all key performance indicators (KPIs) for both functions. Crucially, you will analyze support data to identify trends that should inform and prioritize the creation of new training content.
Design and manage a tiered global support organization that efficiently serves different customer segments and geographies with clear SLAs.
Oversee all support tools, including ticketing systems and knowledge bases, to enhance efficiency and the customer experience.
Continuously refine support workflows, escalation paths, and incident management processes to improve resolution times and customer satisfaction.
Lead the design, development, and maintenance of a comprehensive library of training content (e-learning, instructor-led courses, videos, documentation).
Design and manage global certification programs to validate expertise, create a skilled partner ecosystem, and provide a clear value path for customers.
Manage, mentor, and inspire a distributed team of support engineers, trainers, and frontline partners/subcontractors.
Build an integrated culture where the support and training teams collaborate closely, share insights, and operate as a single, unified enablement function.

We are looking for a Global Tier 1 Support Manager. The demands on our global support operation are growing fast - and the way we deliver support is transforming just as quickly.

The Global Tier 1 Support Manager is responsible for the performance of our Tier 1 support operation globally - across all channels and delivery models, including us in-house offices, distributor/partner Tier 1 teams, and outsourced contact centres. This is a matrix management role.

The teams you oversee are distributed across geographies and report locally to their own managers - your job is to align them, set the standard, track performance, and make sure things get fixed when they are not working. You will be close to the data and close to the issues - reviewing dashboards daily, working directly with local team leads, and pushing AI and automation into the operation as a practical way to handle more volume without adding headcount.

Your key responsibilities will include:

Matrix Team Oversight & Alignment Work with Tier 1 team leads across our offices, partner networks, and third-party providers. Your influence comes from clear standards, good data, and strong relationships. Make sure every team lead knows what good looks like and has what they need to deliver it.
Multi-Team Coordination Oversee Tier 1 support across all channels (phone, email, chat, portal) and all delivery models - our offices, distributor/partner teams, and outsourced contact centres. Make sure processes are consistent and teams are not operating in silos.
Efficiency Improvement Through AI & Automation Actively bring AI into the day-to-day operation - IVR automation, AI-assisted agent tools, self-service deflection, smarter triage. Identify the use cases and work with our implementation teams to deliver AI based solutions.
Performance Tracking & Alerts Work from a dashboard every day. Set up targets and alerts alerts so that our SLA standards are adhered to and that volume spikes, or quality drops are caught immediately. Look at metrics such as First Call Resolution (FCR), Average Handling Time, Average Waiting Time, CSAT and Produce a weekly summary for senior stakeholders and flag issues before they develop.
Monthly Business Reviews Run the MBR process with all Tier 1 delivery partners including third-party contact centres. Make sure the numbers in the room are the right ones and that the conversation results in clear actions, not just a slide deck.
Knowledge & Training Make sure every Tier 1 team - in-house, partner, and third-party - has access to current, accurate product and process knowledge. Work with the KMS and LMS owners, identify gaps, and make sure training actually happens and sticks.
Staffing & Capacity Use volume and trend data to validate that headcount requests are correctly calibrated to actual need.
Working Across Teams Work closely with Tier 2, Product, R&D, and the Business Tools team. Most support problems have a root cause outside of support - your job is to find it and make sure the right people are fixing it.
Partner & Distributor Teams Work with distributor and partner Tier 1 teams to improve their support capability - fewer unnecessary escalations to us, better handling at the partner level.

As a trusted advisor youll have a direct impact in helping our customers gain the most value from cloud technology. Youll craft and execute strategies to drive our customers adoption and use of AWS services. This includes a range of products including EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT and many more.
Our Technical Account Managers partner with some of the most iconic businesses in the country. These range from rising startups building their business from scratch through to large enterprises going through significant transformation. Youll provide advice on architecture, support strategy, project, and launch planning as well as ongoing operational issues.

As we continue to rapidly expand in EMEA, youll have plenty of opportunities to develop your technical, consulting and leadership skills. Youll work with talented cloud technologists whilst expanding your knowledge of AWS products. Youll also have the chance to receive mentor-ship and gain AWS certifications.

Key job responsibilities
* Youll build solutions, provide technical guidance and advocate for the customer
* Ensure AWS environments remain operationally healthy whilst reducing cost and complexity
* Develop trusting relationships with customers, understanding their business needs and technical challenges
* Using your technical acumen and customer obsession, youll drive technical discussions regarding incidents, trade-offs, and risk management
* Consult with a range of partners from developers through to C-suite executives
* Collaborate with AWS Solutions Architects, Business Developers, Professional Services Consultants, and Sales Account Managers
* With a bias for action, you'll proactively find opportunities for customers to gain additional value from AWS
* Provide detailed reviews of service disruptions, monthly & quarterly metrics, detailed pre-launch planning
* Solve a variety of problems across different customers as they migrate their workloads to the cloud
* Uplift customer capabilities by running workshops, brown bag sessions, etc.

you will be working with people who wrote the book on hacking and internet security. We care deeply about our customers success. We ensure they are protected, stable, and empowered to stop breaches. To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills and have excellent technical problem-solving skills

What You'll Do:

Serve as primary technical contact and augment our customer support teams.

Onboard new customers to the platforms.

Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices.

Serve as customer advocate with internal stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.

Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite.

Research customers technical issues in a timely manner and follow up with recommendations and action plans.

Escalate customer issues to management when appropriate.

Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed.

Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.

Create knowledge base content to capture new learning for reuse throughout the company and user base.

Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications.

Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

Support the sales teams in identifying account expansion opportunities.

Drive support cases to ensure issues are being resolved in a timely manner.

We are looking for a hands-on Support Program Manager to lead the operational support model behind our companys hybrid AI + human assistant experience.
This role will manage the dedicated Edge support operation across concierge workflows, AI escalation handling, lifecycle orchestration, booking validation, and proactive traveler support. The ideal candidate combines strong operational rigor with customer obsession and the ability to build scalable service workflows for an AI-native product.
What You'll Do
Lead the dedicated our company support operation and agent workflows
Define and maintain service standards, SLAs, and escalation logic
Manage AI-to-human support orchestration and concierge handoffs
Oversee booking validation, offline operational tasks, and QA routines
Coordinate lifecycle messaging and proactive traveler workflows
Monitor support KPIs, operational health, and customer experience quality
Partner closely with Product, Engineering, Operations, and AI teams
Drive enablement, process improvements, and Edge-specific tooling needs
Ensure consistent Edge tone, personalization, and service quality across all traveler interactions
Support operational readiness for new product launches and Lines of Business expansion.