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

• 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

🎯 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 • Reasonable accommodations for employees with protected disabilities.