Mechanical Orchard

Head of Product Support

Mechanical Orchard

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

Tech Stack

Cloud

About the role

  • Own the end-to-end Product Support vision aligned to company and product strategy
  • Build and mentor a high-performing team of Product Support Specialists, Technical Support Engineers, and Support Operations professionals
  • Represent Product Support at the leadership level and drive cross-functional initiatives
  • Establish a culture that is customer-obsessed, data-driven, and technically rigorous
  • Design scalable support workflows, escalation paths, and quality standards
  • Define and manage SLAs/SLOs aligned with customer and partner expectations
  • Select and implement support tooling (ticketing, knowledge base, monitoring, automation)
  • Own support analytics: volume, root causes, trends, friction points, and performance metrics
  • Partner with Engineering to build automation and internal tooling that reduces repetitive work
  • Build tight feedback loops between customers and Product
  • Influence roadmap decisions based on recurring issues and usage patterns
  • Collaborate with Documentation and Developer Experience teams to improve onboarding and self-serve pathways
  • Partner with Sales and Delivery on high-priority accounts and escalations
  • Drive initiatives that proactively reduce support volume through product quality and education
  • Ensure the support organization develops deep product expertise
  • Build structured training programs to create authoritative technical advisors
  • Lead post-mortems and embed learnings into product and support systems

Requirements

  • 7+ years in Support, Technical Support, Developer Support, or Customer Experience roles, 3+ years leading teams
  • Experience building or scaling support functions in modern tech environments (SaaS, cloud, AI, developer tooling)
  • Strong technical fluency (APIs, debugging, cloud platforms, logs/metrics, dev workflows)
  • Proven ability to operate cross-functionally and influence product direction
  • Experience with modern support tooling and AI-enabled workflows
  • Experience supporting developer-facing or highly technical products (Preferred)
  • Experience designing scalable self-serve support models (Preferred)
  • Background in support operations, quality management, or process engineering (Preferred)
  • Comfort building systems from scratch in ambiguous, high-growth environments (Preferred)
Benefits
  • Equal Opportunity Employer
  • Reasonable accommodations for employees with protected disabilities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APIsdebuggingcloud platformslogsmetricsdev workflowssupport operationsquality managementprocess engineeringself-serve support models
Soft Skills
leadershipcustomer-obsesseddata-driventechnical rigorcross-functional collaborationinfluencementoringbuilding feedback loopstraining program developmentpost-mortem analysis