Reporting to the Chief Customer Officer, you'll lead a global team of ~20 support engineers and partner closely with Customer Success, R&D, Product, and Sales Engineering to ensure every enterprise customer gets exceptional technical guidance. A core part of the mandate is modernizing how we support customers – leveraging AI, automation, and self-service to scale quality without scaling headcount linearly. You'll bring deep technical understanding of enterprise software and cybersecurity, strong operational leadership, and a track record of building high-performing global teams.
Responsibilities:
Lead and develop our global Technical Support organization: hire, coach, and grow TLs and individual contributors, and build a culture of ownership, technical excellence, and continuous learning.
Own global support operations and strategy end to end, delivering fast, consistent, high-quality outcomes across regions and time zones, backed by scalable processes and organizational design that keep pace with our growth.
Lead the AI transformation of the support function: deploy AI-driven workflows, automation, and self-service to speed up resolution, deflect volume, and scale quality without scaling headcount linearly.
Own the support KPIs: SLA compliance, CSAT, response and resolution times, backlog health, and escalation management.
Be the bridge between customers, Support, Product, and R&D: surface critical escalations, make the case for the fixes that matter, and influence the product roadmap.
Serve as the executive escalation point for complex customer issues, coordinating cross-functional resolution when required.
Partner with Customer Success, Professional Services, Sales Engineering, and Sales to deliver a seamless end-to-end customer experience.
10+ years leading global enterprise Technical Support organizations in B2B SaaS or cybersecurity, including managing managers across regions and time zones.
Track record of scaling support organizations in high-growth environments.
Technical background supporting complex enterprise software, infrastructure, cloud, networking, or cybersecurity solutions.
Experience leading AI-driven support: automation, self-service, and modern tooling that scale quality as the organization grows.
Experience building operational excellence through metrics, dashboards, and process improvement.
Strong cross-functional influence: pushing customer and support needs into Product and R&D and driving resolution across teams.
Outstanding leadership, coaching, and stakeholder management, including work with executives and strategic customers.
Ability to balance strategic thinking with hands-on execution. Fluent English.
Advantage: experience with CRM and support platforms such as Salesforce, Zendesk, or Jira.
