Head of Global Support

Job not on LinkedIn

🔥 13 hours ago

🇨🇾 Cyprus – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sentrium

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🤝 B2B

📣 Marketing

Consulting • B2B • Marketing

Sentrium is an IT services and consulting company that specializes in providing integrated professional services for businesses. They focus on automating processes, improving IT systems, and enhancing marketing efforts. Their expertise spans various technologies including VMware, virtualization, storage, networking, SUSE, Linux, OpenStack, and HubSpot.

📋 Description

• Design and execute the plan to scale support from hundreds to thousands of customers without degrading response quality or increasing cost per customer • Build a tiered support model with clear ownership boundaries, escalation paths, and handoff criteria • Drive ticket deflection through knowledge bases, documentation feedback loops, self-service, and community channels • Deploy and own support tooling, including automation and AI-assisted tier-1 resolution • Configure and manage Jira Service Management queues, workflows, SLAs, automation rules, and customer portal • Define and manage metrics including time to resolution, first-contact resolution, deflection rate, CSAT, and cost per ticket • Build hiring plans and career paths for follow-the-sun coverage across regions • Convert support data into product priorities by identifying recurring issues • Design and deliver SLAs for customers with different contractual commitments • Analyze support interactions, escalations, and product usage patterns using AI-assisted analysis to identify customer needs, competitive pressure, and expansion opportunities • Manage an AI-assisted lead generation motion from support conversations for professional services opportunities • Route professional services signals into a repeatable revenue pipeline • Work with sales, customer success, and engineering leadership on at-risk renewals, escalated accounts, and support-driven expansion

🎯 Requirements

• Experience scaling a technical support organization at a technology company from hundreds to thousands of customers • Experience managing managers and building team structures across time zones • Experience owning support economics, including headcount planning, cost per ticket, deflection, and automation • Experience implementing or replacing support tooling at scale, including ticketing, knowledge management, and customer portals • Working knowledge of Jira Service Management (queues, SLAs, automation rules, customer portal), or demonstrated ability to master it quickly • Deep familiarity with B2B technical support for infrastructure or networking products • Experience supporting open-source software commercially (strong plus) • Networking domain knowledge in routing, VPN, and firewalling, or experience supporting a network OS, NOS vendor, or adjacent infrastructure product (strong plus) • Hands-on experience deploying AI agents or automation for tier-1 ticket resolution (strong plus) • Advanced Jira Service Management administration, including workflow design, automation, asset/CMDB integration, and reporting across Jira and Confluence (strong plus) • Experience supporting OEM and embedded customers with redistribution agreements (strong plus)