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.
Requirements: Technical Background:
Experience in technical support, DevOps, SRE, or similar roles.
Strong knowledge of AWS/Azure/GCP and Kubernetes ecosystems.
Familiarity with observability tools (Kibana, Grafana, Prometheus, Datadog, Splunk, ELK).
Hands-on experience with Kubernetes, Docker, and distributed systems.
Proficiency with ELK concepts, RegEx, Lucene, and PromQL.
Leadership & Operations:
Proven leadership of global/multi-regional support teams (35+ people).
Strong incident management and escalation-handling skills.
Ability to optimize support operations, workflows, and tooling.
Strong analytical and data-driven decision-making abilities.
Communication & Collaboration:
Excellent communicator with technical and non-technical audiences.
Confident in escalation and executive-facing situations.
Effective collaboration with Product, Engineering, and Sales.
Preferred Qualifications:
Certifications in AWS, Kubernetes, or observability.
Experience creating support playbooks, training, or QA frameworks.
Background in data-driven or high-volume SaaS support environments.
This position is open to all candidates.