Proscia

Support Engineer

• 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

Head of Technical Support