Team8 Head Technical Support 

United States, Texas, Austin 

497745166

You’ll Spend Your Time:

• Devising a high-impact operating strategy and vision: You’ll set the strategy and vision for the User Support team to ensure the team can deliver effectively against the company and team objectives, vision and priorities.
• Streamlined Service Reporting: You’ll work with the VP of technical Success to deliver a comprehensive and combined approach to service management to meet the standards and requirements agreed with our valued customers.
• Maintaining top customer experience by orchestration team work, priorities, and focus.
• Driving Cross-Functional Improvements: You’ll identify company-level gaps and product improvement opportunities from support chats and feed them into the company strategy and operational plans.
• Effective project management: You’ll manage high-impact and high-importance user support projects that are a strategic priority for the business.
• High-performing User Support team: You’ll manage the team, ensuring they are developing professionally and feel valued and are high performing, training them to be experts in the delivery of user support, continually upskilling on industry best practices, and implementing innovative ways to deliver support.
• Strong stakeholder management: You’ll maintain strong relationships with our General Managers and other functional leads across Product, Engineering, and Customer Success so that the user support team can deliver against its strategy and vision.
• Delivering robust tooling: You’ll oversee the implementation, improvements and administration of User Support tools to enhance the delivery of support.
• Proving a clear point for escalations: You’ll own user support escalations, particularly those that might be sensitive or difficult to navigate.
• Mentor the support leaders and develop their skills and growth.

What You’ll Need

• 7+ years of leadership experience in technical support, customer success, or a related field, with 3+ years in a global senior leadership role (leading other leaders).
• Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company. Experience with integrating with customer-managed products is a plus.
• Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.).
• Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus.

We’d Be Lucky If You

• Have a developer background or coding experience and can contribute to our open source tooling, script a solution with Port APIs and more..
• Bring prior experience in a direct or matrixed role leading technical and non-technical transformation project teams, with a proven ability to work across diverse functional teams.
• Hold a Bachelor’s Degree in science, technology, engineering, math, or business, or possess equivalent experience.
• Have technical certifications like K8s, DevOps, Hashi, AWS, Linux Foundation, Cloud Native Computing Foundation (CNCF)
• Exceptional leadership, communication, and organizational skills.
• Strong problem-solving and decision-making abilities with a customer-first mindset.
• Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira).
• Ability to work effectively in a fast-paced, high-growth environment.