[Remote] VP of Customer Support & Support Engineering

Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a pioneering company reputed company on democratizing reputed company to creative expertise through innovative technology. They are seeking a VP of Customer Support & Support Engineering to reputed company and reputed company a world-class support organization across various product surfaces, including consumer, B2B, hardware, and an API integrated with reputed company Azure. Responsibilities • 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 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 reputed company across the org • 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 reputed company the relationship is • 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, and reputed company commitments and named accounts • Represent the customer and the support function in company reputed company and leadership reputed company • 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 reputed company executive partner: comfortable as a peer to Product, Engineering, and reputed company leaders, and reputed company representing reputed company to a reputed company partner like reputed company • reputed company record running reputed company teams and contractor or BPO models at reputed company across geographies and time reputed company • 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-reputed company 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: We offer robust medical, dental, and reputed company plan Apply tot his job Apply To this Job