Head of Product Support

🕒 Março 5

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Mechanical Orchard

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🤖 Inteligência Artificial

☁️ SaaS

🏢 Corporativo

💰 $2.000.000 Seed Round em 2022-10

Artificial Intelligence • SaaS • Enterprise

A Mechanical Orchard é uma empresa de tecnologia nativa em IA que se especializa na modernização de sistemas e software legados. Sua abordagem inovadora envolve o uso de ferramentas aprimoradas por IA para reinventar e operar aplicações críticas de negócio, especialmente as em mainframes, com risco mínimo. A empresa utiliza um processo iterativo de engenharia reversa e replicação para modernizar progressivamente e migrar aplicações para a nuvem, mantendo a estabilidade dos sistemas enquanto possibilita a inovação. Como líderes em modernização de sistemas legados, a Mechanical Orchard ajuda as empresas a se adaptar às mudanças do mercado de forma rápida e eficiente, garantindo que seus sistemas estejam preparados para o futuro.

Descrição

• 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

🎯 Requisitos

• 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)

🏖️ Benefícios

• Equal Opportunity Employer • Reasonable accommodations for employees with protected disabilities.