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Head of Technical Support

Proscia

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

As the Head of Technical Support, you will lead and evolve Proscia’s global Technical Support organization within a well-established, high-performing environment. Our support function operates with defined processes, clear performance metrics, and a seasoned team of professionals committed to delivering exceptional customer outcomes. This role requires a leader who can operate at both a strategic and operational level, guiding and developing a mature organization while continuously elevating performance, scalability, and customer experience. You will be responsible for optimizing an already strong foundation, ensuring the team continues to deliver proactive, high-quality support that drives customer trust, retention, and long-term success.

Job Responsibility:

  • Own and evolve the strategic vision for Proscia’s global Technical Support organization, building on a mature operational foundation
  • Lead and develop a distributed team of experienced Support Engineers, fostering a high-performance, accountable, and customer-centric culture
  • Balance people leadership with strategic thinking, ensuring team growth, engagement, and long-term organizational effectiveness
  • Continuously refine support strategy, including prioritization, investment planning, and scalability to meet growing customer and business needs
  • Leverage established KPIs (e.g., SLAs, CSAT, response/resolution times) to drive performance, identify trends, and implement data-driven improvements
  • Partner with Customer Experience leadership on budget planning, capacity modeling, and resource allocation to maintain service excellence at scale
  • Collaborate cross-functionally with Product, Engineering, TechOps, and Customer-facing teams to improve product quality, reduce support burden, and enhance customer experience
  • Serve as the final escalation point for critical customer issues, owning executive-level communication both internally and externally, leading root cause analyses efforts, and ensuring timely, high-quality resolution and follow-through
  • Identify opportunities to optimize workflows, tooling, and automation to improve efficiency and proactive support capabilities
  • Champion a culture of continuous improvement, using metrics and feedback loops to raise the bar on service delivery and operational excellence
  • Ensure consistency and quality of support across global regions and time zones

Requirements:

  • Extensive leadership experience in Enterprise SaaS environments, ideally in a regulated industry
  • Experience leading a team responsible for high-touch, Premium level Support
  • Strong technical credibility, with prior experience as a Support Engineer or leading technical support teams
  • Proven leadership experience (5+ years) managing and developing high-performing support organizations
  • Demonstrated ability to lead in a mature, metrics-driven environment, using data to inform decisions and improvements
  • Experience operating as both a people manager and strategic leader, balancing team development with long-term organizational planning
  • Track record of optimizing established processes, systems, and teams
  • Ability to lead effectively in a globally distributed organization across all timezones
  • Strong cross-functional collaboration skills and ability to influence stakeholders at all levels
  • Humble, servant leadership mindset with a focus on empowering teams and driving collective success

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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