Leader, Customer Support

About the role

Lead the day‑to‑day operations of Technical Consulting Engineering teams, ensuring 24/7 coverage and high‑quality incident resolution across the assigned technology portfolio.

Key responsibilities

• Allocate technical resources, shifts and queue assignments to meet SLA and MTTR targets.
• Partner with engineering squads and tier‑2/3 teams to resolve high‑pressure outages and drive root‑cause analysis.
• Drive adoption of AI, automation and telemetry to improve service delivery and reduce manual effort.
• Provide administrative oversight for expenses, equipment requests, benefits, scheduling and on‑call operations while enforcing data privacy and security.

Required profile

• Customer‑focused operational leader with strong judgment in critical support situations.
• Technically curious with at least 5 years of experience in the relevant technical domain and prior supervisory experience.
• Effective communicator who can translate complex technical findings into clear updates for customers and partners.

Required skills

• Telemetry and operational metrics for proactive stabilization.
• AI and automation integration with responsible‑use principles.
• Workforce capacity planning and 24/7 scheduling.
• Incident lifecycle management, outage coordination and root‑cause analysis.