Technical Support Leader, Spectro Cloud

• 8+ years of experience in Technical Support or Customer Experience in a SaaS or Cloud-native environment
• 3+ years in a leadership or people-management role, preferably in a late-stage or enterprise startup
• Experience with enterprise customers and managing technical escalations in high-stakes environments
• Strong background in SaaS platforms, APIs, integrations, cloud infrastructure (e.g., AWS, Azure, GCP)
• Proven success building or scaling global support operations (24/7 or follow-the-sun model)
• Deep knowledge of customer support tools and reporting platforms (e.g., Zendesk, Salesforce, Intercom, Looker)
• Excellent communication, crisis management, and stakeholder alignment skills
• Experience working closely with Engineering, Product, and Customer Success in a fast-moving organization

Desirable

• This is both a strategic and operational leadership role. You’ll be responsible for leading our global Technical Support team, defining support strategy, driving key metrics (e.g., CSAT, time to resolution), and building scalable systems and processes
• You’ll collaborate closely with Engineering, Product, and Customer Success to improve the customer experience and reduce friction across the journey
• Lead and scale a global technical support team including managers and engineers
• Further define, execute & communicate the global support strategy, including SLA/CSAT goals, support coverage model, and escalation procedures
• Oversee complex escalations and act as an executive sponsor during customer-critical incidents
• Partner with Engineering and Product to drive bug triage, root cause analysis, and incident response processes
• Refine and optimize tools, workflows, and KPIs using platforms like Jira & Salesforce
• Develop a data-driven reporting structure to surface trends, reduce ticket volume, and improve time to resolution
• Create, champion and continuously improve the knowledge base (KCS) and customer self-service capabilities
• Collaborate cross-functionally to influence product feedback loops, supportability, and customer retention strategies
• Hire, mentor, and develop a high-performing support organization focused on technical excellence and customer empathy