Job Description

About the Role

As Head of Technical Support, you'll own the strategy, performance, and growth of our entire technical support function. You'll lead a team of support engineers and managers, set the standards for service quality, and work closely with Engineering and Product to ensure customer issues are resolved efficiently and fed back into product improvements. This is a senior leadership role for someone who combines deep technical credibility with strong people leadership and a passion for customer experience.

What You'll Do

Own the overall technical support strategy, structure, and roadmap
Lead, mentor, and grow a team of technical support engineers, team leads, and managers
Define and monitor support KPIs and SLAs (response time, resolution time, CSAT, ticket volume/backlog)
Build and scale support processes, tiering (L1/L2/L3), escalation paths, and on-call structures
Partner with Engineering and Product to drive root-cause fixes and reduce recurring issues
Own critical incident and escalation management, ensuring timely resolution and clear communication
Develop team capabilities through training, knowledge base development, and tooling improvements
Monitor and report support performance and trends to executive leadership
Drive a culture of ownership, technical excellence, and customer empathy across the team
Manage support budget, staffing, and resource planning as the team scales

What We're Looking For

10+ years of experience in technical support, application support, or related engineering roles, with significant time in a leadership capacity
Proven track record of building and scaling technical support teams
Strong technical foundation (APIs, databases, networking, cloud platforms) with the ability to go deep with engineers when needed
Experience owning SLAs, support metrics, and escalation management at scale
Excellent communication skills, with experience presenting to executive leadership and key clients
Strong leadership skills with experience hiring, coaching, and developing teams
Data-driven approach to identifying trends and driving operational improvements

Nice to Have

Experience in a SaaS, B2B, or enterprise software company
Familiarity with support/ticketing and monitoring tools (Zendesk, Jira, Freshdesk, Datadog, Grafana)
ITIL or related service management certification
Experience scaling a support org through rapid company growth

Why Join Us