Head of Technical Support
Proscia
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- 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
Benefits
- Health and insurance options that promote long-term health and personal growth
- Competitive pay
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Enterprise SaaSTechnical SupportKPI managementData-driven improvementsProcess optimizationAutomationRoot cause analysisMetrics-driven environmentHigh-touch supportScalability
Soft Skills
LeadershipTeam developmentStrategic thinkingCross-functional collaborationCustomer-centric cultureServant leadershipEmpowermentAccountabilityCommunicationInfluencing stakeholders