Head of Technical Support

Job Summary

To transform the technical support function, the full-time Head of Technical Support will redesign the support operating model around automation and agentic AI, focusing on enhancing efficiency and customer satisfaction in a remote environment.

Key responsibilities

• Own and redesign the support operating model to prioritize automation and AI integration
• Design and improve agentic support systems throughout the customer support lifecycle
• Define metrics to evaluate the effectiveness of the support model, including deflection and resolution rates

Required qualifications

• Proven experience operationalizing automation in a technical support environment with measurable outcomes
• Strong systems and engineering orientation, comfortable with APIs and data pipelines
• Experience supporting a technical B2B SaaS product, preferably in cybersecurity or SaaS security
• Fluency in support economics and metrics governing cost-to-serve
• Ability to manage and execute the technical roadmap for the support function