Head of Global Support

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

📋 Description

• Develop and implement a strategy to scale support from hundreds to thousands of customers while maintaining response quality and controlling costs per customer.

• Establish a tiered support framework with clearly defined ownership boundaries, escalation procedures, and handoff criteria.

• Enhance ticket deflection through the utilization of knowledge bases, feedback loops for documentation, self-service options, and community engagement.

• Oversee the deployment and management of support tools, including automation and AI-assisted tier-1 resolutions.

• Configure and manage Jira Service Management queues, workflows, SLAs, automation rules, and the customer portal.

• Define and monitor key metrics such as time to resolution, first-contact resolution rates, deflection rates, CSAT, and cost per ticket.

• Create hiring strategies and career development paths for follow-the-sun support coverage across various regions.

• Transform support data into actionable product priorities by identifying recurring challenges.

• Design and implement SLAs tailored for customers with varying contractual commitments.

• Analyze support interactions, escalations, and product usage patterns through AI-assisted analysis to uncover customer needs, competitive pressures, and growth opportunities.

• Manage an AI-assisted lead generation process derived from support conversations for professional service opportunities.

• Direct professional services signals into a systematic revenue pipeline.

• Collaborate with sales, customer success, and engineering leadership to address at-risk renewals, escalated accounts, and opportunities for support-driven expansion.

⛳️ Requirements

• Proven experience in scaling a technical support organization within a technology firm from hundreds to thousands of customers.

• Demonstrated experience in managing managers and structuring teams across multiple time zones.

• Expertise in support economics, encompassing headcount planning, cost per ticket, deflection strategies, and automation implementations.

• Experience in implementing or replacing support tools at scale, including ticketing systems, knowledge management, and customer portals.

• Proficient understanding of Jira Service Management (queues, SLAs, automation rules, customer portal) or ability to quickly master it.

• Extensive knowledge of B2B technical support related to infrastructure or networking products.

• Experience in commercially supporting open-source software is a strong advantage.

• In-depth networking knowledge in routing, VPN, and firewalling, or experience with network operating systems, NOS vendors, or related infrastructure products is a significant plus.

• Practical experience in deploying AI agents or automation for tier-1 ticket resolution is highly desirable.

• Advanced skills in Jira Service Management administration, including workflow design, automation, asset/CMDB integration, and reporting across Jira and Confluence are strong advantages.

• Experience in supporting OEM and embedded customers with redistribution agreements is a significant plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career growth.

• A dynamic and inclusive work environment.