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Strong Tier-1 brand, metro location, and visible leadership role increase candidate competition.
Highly specific to enterprise technical support, AI‑augmented workflows, and support operations—low transferability across functions.
Explicit 10+ years technical support, 5+ years managing managers, and mandatory AI transformation experience tighten filters.
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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.
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.
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.