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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.