Head of IT Support Job at Scale (San Francisco)

Head of Support

Coralogix is a modern, full-stack observability platform transforming how busine...

Location

Israel , Ramat Gan

Salary:

Not provided

Coralogix

Expiration Date

Until further notice

Requirements

Experience in technical support, DevOps, SRE, or similar roles
Strong knowledge of AWS/Azure/GCP and Kubernetes ecosystems
Familiarity with observability tools (Kibana, Grafana, Prometheus, Datadog, Splunk, ELK)
Hands-on experience with Kubernetes, Docker, and distributed systems
Proficiency with ELK concepts, RegEx, Lucene, and PromQL
Proven leadership of global/multi-regional support teams (35+ people)
Strong incident management and escalation-handling skills
Ability to optimize support operations, workflows, and tooling
Strong analytical and data-driven decision-making abilities
Excellent communicator with technical and non-technical audiences

Job Responsibility

Lead and coach global Technical Support Engineering teams
Ensure high-quality support with improvements in CSAT, response/resolution times, backlog, and KPIs
Maintain clear global processes and standards
Align with regional leads for coverage across time zones
Act as the senior escalation point for complex issues
Guide engineers in root cause analysis, distributed systems, and observability
Oversee incident management with strong communication and collaboration
Maintain hands-on knowledge of Coralogix architecture and tooling
Drive continuous improvement to streamline workflows and reduce escalations
Enhance productivity through better tools, processes, and automation

Fulltime

Head of Field Support

The Head of Field Support will be responsible for leading PulseForge’s global cu...

Location

United States , Austin

Salary:

Not provided

PulseForge Data

Expiration Date

Until further notice

Requirements

10+ years of experience in field service, customer support, or technical operations within capital equipment or industrial technology
Demonstrated success in building and scaling global service teams
Strong technical understanding of complex equipment and processes
Experience defining service strategies, KPIs, and operational processes
Bachelor’s degree in Engineering, Business, or a related field
Willing and able to travel extensively (domestically and internationally), with frequent trips to Asia and Europe for customer engagements and support infrastructure development
Strategic leader with strong operational execution skills
Customer-first mindset with excellent problem-solving abilities
Collaborative, with the ability to work cross-functionally and influence outcomes
Highly organized and able to manage multiple priorities simultaneously

Job Responsibility

Lead the global field service and technical support teams
Oversee installation, commissioning, maintenance, and repair of PulseForge equipment
Establish and maintain escalation processes for rapid issue resolution
Define staffing models and training programs to ensure service readiness
Develop and track KPIs (uptime, response times, customer satisfaction, first-time fix rate)
Standardize service procedures, documentation, and tools across the team
Implement preventive maintenance and service programs to minimize downtime
Partner with Engineering and Manufacturing to provide structured feedback on product reliability and serviceability
Collaborate with Sales and Customer Success to ensure smooth customer handoffs post-installation
Provide input to product development based on recurring customer issues and service learnings

What we offer

401(k)
Dental Insurance
Health insurance
Paid time off
Vision insurance

Head of Customer Support

This role will lead our Japan Customer Success team in servicing our Square sell...

Location

Japan , Tokyo

Salary:

Not provided

Block

Expiration Date

Until further notice

Requirements

Excellent written and verbal communication skills in both English and Japanese
4+ years of direct people management experience with a coaching mindset
Managed a team of 20+ individuals in a high volume environment
Experience building and scaling Customer Support teams (customer success, call center, sales/customer service operations), preferably in a fast-paced startup and/or tech environment
The ability to effectively influence and communicate to folks across a wide range of backgrounds, levels and teams
Creative problem-solving abilities, with a sense of calm under pressure
Evidence of quick, high-quality decision making, in the presence of multiple (sometimes conflicting) priorities
A strong sense of empathy and a love for helping people
A passion for Square and ensuring an outstanding customer experience

Job Responsibility

Lead the Japan Customer Success team providing a best-in-class customer service to our sellers across Japan
Set and drive the Customer Success strategy for Japan, and ensure alignment with the overall global strategy
Coach and mentor team members with a focus on fostering a culture of learning and curiosity, driving performance, professional development and upstream thinking
Accountable for all operational performance, budget management and continuous improvement in customer service, including the performance of our BPO Partners
Drive improvements in customer satisfaction, cross-selling/up-selling, and operational efficiency across all channels
Partner with central supporting teams (Quality, L&D, WFM, BPO, Product, BizOps, etc.) to ensure optimal, quality service to our sellers
Develop and lead strategic programmes to deliver continuous improvement
Support our central teams in the rollout of global initiatives
Treat Customer Success as a product at Square, brainstorming, iterating and improving on the customer experience
Help share best practices across international teams

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Head of Enterprise Cloud Support

We are on the lookout for a passionate leader to join our Cloud Support team in ...

Location

India , Bengaluru

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

15+ years of experience in fast-growing global SaaS support operations
proven leadership of large, global, multicultural teams that consistently meet and exceed operational performance goals
experience facilitating large-scale organizational transformation
a track record of effective communication with C-level executives, both internally and externally
exceptional capability in behavioral assessment and the ability to teach others
demonstrated experience in designing and implementing talent development programs that cultivate strong leaders and support engineers
a history of building a customer-centric culture that prioritizes customer needs
proven success in influencing cross-functional teams and inspiring change in a ‘matrixed’ environment
experience leading customer escalations and internal incidents.

Job Responsibility

Define and implement a support strategy that enhances customer experience, scales the team, develops talent, and balances cost with coverage while increasing the impact of India as a center of excellence across CSS
collaborate with Escalation, Product, and Support & Success leadership to drive customer executive-level escalations to resolution and enhance visibility of customer needs
support and develop senior leadership capabilities within the team
cultivate an environment and culture of exceptional support
present strategy, key insights, financial and non-financial achievements, and quarterly progress updates to senior leadership in an engaging manner
analyze operational metrics to identify strategic opportunities and drive improvements that increase value for our customers
work closely with leaders in other regions to ensure process alignment.

What we offer

health coverage
paid volunteer days
wellness resources.

Fulltime

Head of Cloud SMB Support

We are on the lookout for a passionate leader to join our Cloud Support team in ...

Location

India , Bengaluru

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

15+ years of experience in fast-growing global SaaS support operations
proven leadership of large, multicultural teams that consistently meet and exceed operational performance goals
experience facilitating large-scale organizational transformation
a track record of effective communication with C-level executives, both internally and externally
exceptional capability in behavioral assessment and the ability to teach others
demonstrated experience in designing and implementing talent development programs that cultivate strong leaders and support engineers
a history of building a customer-centric culture that prioritizes customer needs
proven success in influencing cross-functional teams and inspiring change in a ‘matrixed’ environment
experience leading customer escalations and internal incidents.

Job Responsibility

Define and implement a support strategy that enhances customer experience, scales the team, develops talent, and balances cost with coverage while increasing the impact of India as a center of excellence across CSS
collaborate with Escalation, Product, and Support & Success leadership to drive customer executive-level escalations to resolution and enhance visibility of customer needs
support and develop senior leadership capabilities within the team
cultivate an environment and culture of exceptional support
present strategy, key insights, financial and non-financial achievements, and quarterly progress updates to senior leadership in an engaging manner
analyze operational metrics to identify strategic opportunities and drive improvements that increase value for our customers
work closely with leaders in other regions to ensure process alignment.

What we offer

Health coverage
paid volunteer days
wellness resources
annual allowance to support learning & growth
unique ShipIt days
company paid trip after five years
ample time off to relax and recharge
flexible working options.

Fulltime

Compliance Officer

To be a positive member of the Compliance Team in the UK that acts as a safeguar...

Location

United Kingdom , Various location across UK

Salary:

45000.00 GBP / Year

Lawes Consulting Group

Expiration Date

Until further notice

Requirements

Keep up to date with, and understand, relevant laws and regulations
Support the business with ongoing projects to ensure regulatory changes are understood
Update documentation as appropriate for the business to remain compliant
Support the auditing and role plays across all business areas
Support the business meet its growth aspirations by supporting new business pitches
Support the Head of Compliance with responding to the regulators or PI insurers requests for information
Support the Head of Compliance with updating the Board in a timely way
Support the Head of Compliance in actions arising from the ongoing Risk Committee process
Monitor and report on available management data
Manage complaints and the complaints process

Job Responsibility

To be a positive member of the Compliance Team in the UK that acts as a safeguard for the business, promotes ethical practices, ensures regulatory compliance, mitigates risk and supports the overall wellbeing of the company as well as for our clients

Fulltime

Regional Head of Services EMEA & APAC

To reinvent an industry, you have to build the best team. Join Formlabs if you w...

Location

Hungary , Budapest

Salary:

Not provided

Formlabs GmbH

Expiration Date

Until further notice

Requirements

Have a proven track record of managing growing teams in a high performance culture
Have the ability to communicate effectively with team members and key stakeholders across the organization
Are proficient in implementing and managing change initiatives
Have skills to lead the team through transitions and maintain exceptional customer experience and productivity
Have the ability to anticipate challenges and develop strategies to overcome resistance
Have experience in data-driven decision-making
Have a strong problem-solving skills to address challenges and make strategic decisions

Job Responsibility

Development of a workforce that is capable of delivering industry leading customer support, including measurement of members’ performance and contributions, motivating them to succeed, identifying and addressing obstacles that prevent them from achieving their performance objectives, and addressing performance issues
Management of the daily operations of the EMEA & APAC service delivery teams (direct, channel, enterprise/key account)
Development of programs that empower our partners to serve our customers better
Anticipating our partners’ support needs and proactively building a support framework
Achievement of SLA targets and KPIs in service delivery
Identification and implementation of opportunities to improve the customer experience and drive efficiency
Maintaining accountability for the responsible use of Formlabs funds to support team engagement and to provide a customer experience that builds loyalty to the company
Lead and contribute to Services, Customer team and Formlabs initiatives to improve and transform our business

What we offer

Private health insurance with Medicare (Blue package + Hospital coverage)
Eyeglass reimbursement up to 70,000 HUF
SupportLinc: Employee Assistance Program
A monthly or quarterly public transportation pass for Budapest/Country
All You Can Move sports pass with 7000 HUF monthly allowance
Meals and snacks - catered lunch 3x/week
Unlimited 3D printing
An inclusive, dog-friendly office with diverse and inspiring colleagues
Development opportunities both in-house and off-site

Team Manager – Administration

As a Team Manager you will work closely with our Head of Client Support to ensur...

Location

Salary:

Not provided

Chase de Vere

Expiration Date

Until further notice

Requirements

A good level of experience in an administration supervisory role within the financial services, ideally within an IFA
Experience of leading or managing a team
A good knowledge and understanding of a wide range of financial products, including employee benefits products
Ability to build and develop effective working relationships at all levels
Some experience of training on a one-to-one basis and in a group environment

Job Responsibility

Responsible for the day-to-day oversight and management of the administration team
Acting as first point of contact for queries, managing workloads within the team and identifying training needs and areas for continuous improvement
To hold regular one to one’s meetings with individuals
To deal with the day to day technical and process queries from Administrators, advisers and clients and to take the appropriate action to ensure the query is dealt with in a timely and effective manner, referring more complex queries to the Regional Operations Manager
To work closely with the Head of Client Support, to identify and implement the necessary changes to processes, procedures and working practices within the team
To proactively deliver and promote excellent client service in accordance with FCA guidelines, internal policy and procedure and company service standards
To assess the department’s workload and capacity on a daily basis, prioritising and reallocating the work as required
To ensure that during periods of holiday and sickness, there is the appropriate level of administration support for advisers at all times
At busy time periods the team manager will also be expected to assist with the work if/when required
To assist the Head of Client Support, and Senior Manager/s with collating and implementing the output from the MI reports on a regular basis

What we offer

Opportunity to earn an annual bonus
25 days holiday, plus bank holidays
A day off for your birthday
Life assurance – 4 x salary
Comprehensive induction and training programme
Funded exams and paid study leave
A wide range of voluntary flexible benefits to suit your individual needs
The option to buy additional holiday days
Cycle to work Scheme
Two paid volunteering days each year, to support your local community

Head of IT Support

Scale

Location:
United States , San Francisco

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 20, 2026

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