Head of Global Services

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Oversee and expand a consolidated services organization that encompasses technical support, professional services, and presales engineering.

• Provide leadership through existing team managers for support operations and presales activities.

• Develop and establish organizational frameworks, tools, and recruitment strategies to facilitate significant growth.

• Manage the collective technical talent pool from entry-level support engineers to senior services and presales engineers.

• Distribute workload across support, billable professional services, and revenue-generating presales efforts.

• Create and implement a support operating model for thousands of customers.

• Design tiered support models with defined ownership boundaries, escalation procedures, and handoff criteria.

• Enhance ticket deflection through knowledge bases, technical content, documentation feedback loops, self-service options, and community channels.

• Implement and manage support tools, automation, and AI-assisted tier-1 resolution.

• Take responsibility for SLA design and delivery.

• Oversee the scoping, staffing, and quality of professional services delivery.

• Ensure the effectiveness of presales engineering, including POC support, demonstrations, technical validation, and RFP responses.

• Establish resource allocation guidelines across competing demand streams.

• Collaborate with the CRO to develop services packaging and pricing.

• Manage the unified career ladder and certification milestones.

• Create hiring strategies and coverage models for follow-the-sun operations across various regions.

• Define metrics for support, professional services, and presales activities.

• Transform support and services data into product signals for engineering priorities.

• Collaborate with sales, customer success, and engineering leadership on escalated accounts, at-risk renewals, and services-driven expansion.

⛳️ Requirements

• Successfully scaled a technical support organization within a technology firm from hundreds to thousands of customers.

• Managed teams and constructed team structures across multiple time zones.

• Held responsibility for services economics, including headcount planning, cost per ticket, utilization, deflection, and automation.

• Implemented or upgraded support tools at scale, including ticketing systems, knowledge management, and customer portals.

• Managed a shared technical talent pool responsible for contractual obligations and billable or revenue-generating tasks.

• Possess deep knowledge of B2B technical services for infrastructure or networking products.

• Experience in leading professional services or presales engineering as formal functions, including packaging, pricing, and margin management is highly desirable.

• Background in commercially supporting open-source software is a significant advantage.

• Networking domain expertise, including routing, VPN, and firewalling, or experience with a network OS vendor or similar infrastructure product is a plus.

• Proven experience in developing certification-linked career progression paths for technical teams is a valuable asset.

• Practical experience in deploying AI agents or automation for tier-1 ticket resolution is a strong advantage.

🏝️ Benefits

• Employment position.

• Flexible remote work arrangement.

• Opportunity to lead and grow a global services organization.

• Engage with an enterprise-grade open-source networking platform.

• Collaborate with sales, customer success, and engineering leadership.

• Contribute to mission-critical networking solutions for enterprises, service providers, and governments around the globe.