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Medium — metro location and recognized employer increase applicants, but seniority and niche technical-support leadership reduce density.
Medium — operational leadership skills transfer across SaaS, but cybersecurity and global 24x7 support experience preferred.
High — explicit 10+ years, 5+ years people leadership, and technical/security requirements narrow candidate pool.
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Lead and scale multiple Technical Operations Support teams delivering high-quality, timely technical support and escalating complex customer issues to resolution.
Drive operational excellence using metrics, SLO/SLI performance, and cross-functional collaboration to improve service stability and customer experience.
Own resource planning, performance management, and strategic initiatives to enhance support capabilities and global 24x7 coverage.
10+ years in networking, IT, service management, or technical support operations with at least 5 years managing multi-level or global teams.
Bachelor’s degree in Engineering, Computer Science, IT, or equivalent experience.
Extensive experience in technical customer support environments including incident and problem management practices.
Proficiency with operational metrics (SLIs, SLOs), broad technical knowledge (hardware, software, networking, security), and experience working with distributed teams.
Experienced leader skilled at scaling technical support operations and managing multi-layered, geographically distributed teams.
Strong cross-functional influencer able to partner effectively with Product, Engineering, Security, and R&D teams to resolve complex escalations.
Data-driven decision maker who uses operational metrics to proactively identify trends, drive improvements, and communicate clearly to stakeholders at all levels.