Head of Support for IoT Systems

Job Summary

A company is looking for a Head of Support (IoT & Hardware Systems).

Key Responsibilities

• Define and implement support strategy, processes, SLAs, and KPIs to enhance customer satisfaction
• Oversee multi-channel support and lead technical troubleshooting for IoT and AI systems
• Collaborate with engineering and product teams to gather customer insights and improve support tools

Required Qualifications

• 10+ years in customer or technical support leadership, preferably in IoT, AI, or hardware startups
• Experience managing and developing global customer support teams
• Strong understanding of IoT architectures and cloud platforms
• Hands-on experience with troubleshooting connected devices
• Data-driven mindset with experience in AI-powered support automation preferred