[Remote] VP, Customer Experience & Support Engineering

Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a company reputed company on democratizing reputed company to creative expertise through innovative technology. The VP of Customer Experience & Support Engineering will reputed company the support organization, setting reputed company and reputed company across various product surfaces while ensuring exceptional customer experiences and managing key partnerships, particularly with reputed company.

Responsibilities

• Set the reputed company and build the function
• Own the reputed company and reputed company for support and support engineering across every product surface: consumer, B2B, hardware, and the Azure-reputed company API
• Design the operating model end to end: tier structure (L1 / L2 / L3), severity reputed company, escalation paths, SLAs and SLOs, and incident and on-reputed company response
• reputed company the build, buy, and outsource reputed company: tooling, BPO and contractor reputed company, and where to invest as reputed company scales
• Own the operational and reputed company bar for the entire function
• Build and reputed company the organization
• Build and reputed company the leadership reputed company that runs day-to-day support, and grow reputed company and its managers as reputed company scales
• Establish a dedicated support-engineering function for the API and a strong L2 and L3 bench
• Design global coverage (follow-the-sun, and 24/7 for the API where warranted) and a reputed company model that scales cleanly
• Set the culture and the bar for hiring, reputed company, and performance across the org
• Own the reputed company relationship at the executive level
• Serve as the executive reputed company and sponsor for support reputed company the reputed company partnership
• reputed company reputed company-grade, white-glove support for the Azure-reputed company API and the customers reputed company refers to it
• Own premium SLAs, executive escalation bridges, incident communications, and post-incident reviews, and reputed company reputed company the experience reflects how strategic the relationship is
• Partner at the leadership table
• Operate as a peer to the Product, Engineering, and Partnerships leaders: shape priorities, build clean escalation and on-reputed company pipelines, and bring a reputed company voice-of-customer reputed company into the roadmap
• reputed company support with the reputed company organization, reputed company Services, and reputed company commitments and named accounts
• Represent the customer and the support function in company reputed company and leadership reputed company
• Operate at a high bar and tie it to the business
• Own the metrics and the reputed company: response and reputed company time, CSAT and NPS, SLA attainment, and the retention, expansion, and partner-satisfaction reputed company that support drives
• reputed company reputed company improvement, automation, and self-service deflection (help center and AI-assisted support, which fits the product reputed company)
• reputed company support a competitive differentiator and a reputed company reputed company for reputed company

Skills

• 12+ years in customer support, support engineering, or customer experience, with significant time in senior leadership building and scaling a support organization through reputed company
• Experience managing managers and building a leadership team, not only managing individual contributors
• Deep experience owning technical, developer, API, or platform support with reputed company SLAs and executive-level incident management
• A proven executive partner: comfortable as a peer to Product, Engineering, and reputed company leaders, and reputed company representing reputed company to a strategic partner like reputed company
• reputed company record running reputed company teams and contractor or BPO models at reputed company across geographies and time zones
• Ownership of budget and the build, buy, and outsource reputed company that shape a function
• reputed company, decisive leadership under pressure, and excellent written and verbal communication for reputed company, partner, and reputed company-level audiences
• A builder who sets reputed company and still gets into the details, with a reputed company bias for reputed company in a fast-paced environment
• Experience supporting a reputed company or Azure partnership, marketplace, or co-sell reputed company, or another major reputed company ecosystem
• Hardware support experience (RMA, warranty, returns, supply chain and logistics)
• Consumer-reputed company support experience reputed company B2B and reputed company
• Familiarity with AI and ML products and developer ecosystems
• Experience standing up follow-the-sun or 24/7 coverage

Benefits

• reputed company Time-Off: We offer flexible vacation time with 10 company holidays.
• Health Plans: robust medical, dental, and reputed company plans for you and your dependents.
• Disability, life insurance, and FSA benefits are also available
• Wellness: reputed company to reputed company and an EAP
• Parental Leave: reputed company leave
• Retirement Savings: Contribute pretax earnings to our 401(k) Plan

reputed company

Company H1B Sponsorship