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Job Description
Structured overview of role & requirementsAbout This Role
Own and drive technical support outcomes, efficiency, and KPIs across regional support plans (Signature, Premier, Standard).
Lead a hybrid team of engineers and AI agents to redesign case-handling workflows enabling AI-driven triage, resolution, and escalation.
Represent thought leadership in support evolution, mentor team members on AI fluency, and improve customer experience and team performance.
Minimum Requirements
10+ years experience in technical support handling sophisticated software issues.
5+ years management experience leading managers and individual contributors supporting large enterprise customers.
Experience leading AI/agentic workflow transformation and incorporating AI agents alongside human support engineers.
Bachelor's or Master's degree in Computer Science or equivalent experience.
Ideal Candidate Profile
Proven leadership in managing large support teams collaborating with cross-functional leadership (Engineering, Product, Success, Services, etc.).
Strategic thinker who continuously rethinks and redesigns support workflows as AI capabilities evolve rather than viewing AI as a bolt-on tool.
Strong project management skills with ability to influence across teams, respond confidently to executive-level concerns, and drive continuous process improvement.