Head of Support Jobs

Coralogix

Location:
Israel, Ramat Gan

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Coralogix is a modern, full-stack observability platform transforming how businesses process and understand their data. Our unique architecture powers in-stream analytics without reliance on expensive indexing or hot storage. We specialize in comprehensive monitoring of logs, metrics, trace and security events with features such as APM, RUM, SIEM, Kubernetes monitoring and more, all enhancing operational efficiency and reducing observability spend by up to 70%. We are seeking an experienced and hands-on Head of Support to lead our global Support organization. This role oversees Technical Support Engineering (TSE) functions, escalations, incident leadership, customer experience, and global operational excellence. The ideal candidate brings strong technical depth, proven leadership in SaaS/B2B support, and the ability to build a high-performing, customer-focused support culture.

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
Own KPI frameworks, dashboards, and data-driven reviews
Partner with Product and Engineering to bring customer insights into product enhancements
Promote a customer-first culture in Support
Represent Support in critical situations and executive escalations
Ensure consistent, clear communication with customers
Strengthen collaboration with Sales and Product
Own onboarding and ongoing training for Support engineers
Ensure the team stays current on product capabilities
Foster collaboration, accountability, and ongoing learning

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
Confident in escalation and executive-facing situations
Effective collaboration with Product, Engineering, and Sales

Nice to have:

Certifications in AWS, Kubernetes, or observability
Experience creating support playbooks, training, or QA frameworks
Background in data-driven or high-volume SaaS support environments

Additional Information:

Job Posted:
December 07, 2025

Employment Type:

Fulltime

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Head of Support