Head of Product Support

🕒 il y a 3 mois

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Recevoir des emails pour des emplois à distance

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

Mechanical Orchard

Site WebLinkedInTous les Emplois

11 - 50 employés

🤖 Intelligence artificielle

☁️ SaaS

🏢 Entreprise

💰 €2 000 000 Seed Round en 2022-10

Artificial Intelligence • SaaS • Enterprise

Mechanical Orchard est une entreprise technologique native de l'IA spécialisée dans la modernisation des systèmes et logiciels existants. Leur approche innovante implique l'utilisation d'outils augmentés par l'IA pour réinventer et exploiter des applications commerciales critiques, en particulier celles sur gros systèmes, avec un risque minimal. Ils exploitent un processus itératif d'ingénierie inverse et de réplication pour moderniser et migrer progressivement les applications vers le cloud, en maintenant la stabilité du système tout en favorisant l'innovation. En tant que leaders de la modernisation des systèmes hérités, Mechanical Orchard aide les entreprises à s'adapter rapidement et efficacement aux changements du marché, assurant ainsi que leurs systèmes sont préparés pour le futur.

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

🎯 Exigences

• 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)

🏖️ Avantages

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