Head of Technical Support

Job Description:

• Own and evolve the strategic vision for Proscia’s global Technical Support organization, building on a mature operational foundation
• Lead and develop a distributed team of experienced Support Engineers, fostering a high-performance, accountable, and customer-centric culture
• Balance people leadership with strategic thinking, ensuring team growth, engagement, and long-term organizational effectiveness
• Continuously refine support strategy, including prioritization, investment planning, and scalability to meet growing customer and business needs
• Leverage established KPIs (e.g., SLAs, CSAT, response/resolution times) to drive performance, identify trends, and implement data-driven improvements
• Partner with Customer Experience leadership on budget planning, capacity modeling, and resource allocation to maintain service excellence at scale
• Collaborate cross-functionally with Product, Engineering, TechOps, and Customer-facing teams to improve product quality, reduce support burden, and enhance customer experience
• Serve as the final escalation point for critical customer issues, owning executive-level communication both internally and externally, leading root cause analyses efforts, and ensuring timely, high-quality resolution and follow-through
• Identify opportunities to optimize workflows, tooling, and automation to improve efficiency and proactive support capabilities
• Champion a culture of continuous improvement, using metrics and feedback loops to raise the bar on service delivery and operational excellence
• Ensure consistency and quality of support across global regions and time zones

Requirements:

• Extensive leadership experience in Enterprise SaaS environments, ideally in a regulated industry
• Experience leading a team 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 lead in a mature, metrics-driven environment, using data to inform decisions and improvements
• Experience operating as both a people manager and strategic leader, balancing team development with long-term organizational planning
• Track record of optimizing established processes, systems, and teams
• Ability to lead effectively in a globally distributed organization across all timezones
• Strong cross-functional collaboration skills and ability to influence stakeholders at all levels
• Humble, servant leadership mindset with a focus on empowering teams and driving collective success

Benefits:

• Health and insurance options that promote long-term health and personal growth
• Competitive pay

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