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.
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.
