Head of Product Support

🕒 March 5

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Mechanical Orchard

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

💰 $2M Seed Round on 2022-10

Artificial Intelligence • SaaS • Enterprise

Mechanical Orchard is an AI-native technology company that specializes in modernizing legacy systems and software. Their innovative approach involves using AI-enhanced tools to reinvent and operate critical business applications, particularly those on mainframes, with minimal risk. They leverage an iterative process of reverse-engineering and replication to progressively modernize and move applications to the cloud, maintaining system stability while enabling innovation. As leaders in legacy modernization, Mechanical Orchard helps companies adapt to market changes quickly and efficiently, ensuring their systems are future-proof.

📋 Description

• Build, scale, and lead a world-class Product Support organization • Define the support vision and strategy aligned with company and product strategies • 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 customer-obsessed, data-driven, and technically rigorous culture • Design scalable support workflows, escalation paths, and quality standards • Define and manage SLAs/SLOs aligned with customer and partner expectations • 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 that reduces repetitive work • Build tight feedback loops between customers and Product • Influence roadmap decisions and collaborate with other teams to improve onboarding and self-serve pathways

🎯 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 • Prohibits Discrimination and Harassment of Any Kind • Committed to providing employees with a work environment free of discrimination and harassment • Reasonable accommodation to employees with protected disabilities