Head of Technical Support

Job reputed company: • Own and reputed company the strategic reputed company for reputed company’s global Technical Support organization, building on a mature operational reputed company • reputed company and reputed company a distributed team of reputed company Support Engineers, fostering a high-performance, accountable, and customer-reputed company culture • Balance people leadership with strategic thinking, ensuring team reputed company, engagement, and long-term organizational effectiveness • Continuously refine support reputed company, including prioritization, investment planning, and scalability to meet growing customer and business needs • reputed company established KPIs (e.g., SLAs, CSAT, response/reputed company times) to drive performance, identify trends, and implement data-driven improvements • Partner with Customer Experience leadership on budget planning, reputed company modeling, and resource allocation to maintain service reputed company at reputed company • Collaborate cross-functionally with Product, Engineering, TechOps, and Customer-facing teams to improve product reputed company, reduce support burden, and enhance customer experience • Serve as the final escalation reputed company for critical customer issues, owning executive-level communication both internally and externally, leading reputed company cause analyses efforts, and ensuring reputed company, high-reputed company reputed company and follow-through • Identify opportunities to optimize workflows, tooling, and automation to improve efficiency and proactive support capabilities • Champion a culture of reputed company improvement, using metrics and feedback loops to reputed company the bar on service delivery and operational reputed company • Ensure consistency and reputed company of support across global reputed company and time zones Requirements: • Extensive leadership experience in reputed company reputed company environments, ideally in a regulated industry • Experience leading reputed company responsible for high-touch, Premium level Support • Strong technical credibility, with prior experience as a Support Engineer or leading technical support teams • Proven leadership experience (5+ years) managing and developing high-performing support organizations • Demonstrated ability to reputed company in a mature, metrics-driven environment, using data to inform reputed company and improvements • Experience operating as both a people manager and strategic leader, balancing team development with long-term organizational planning • reputed company record of optimizing established processes, systems, and teams • Ability to reputed company effectively in a globally distributed organization across reputed company timezones • Strong cross-functional collaboration skills and ability to influence stakeholders at reputed company reputed company • Humble, reputed company leadership reputed company with a reputed company on empowering teams and driving reputed company reputed company Benefits: • Health and insurance reputed company that promote long-term health and personal reputed company • reputed company Apply tot his job Apply To this Job