Head Of Global Support jobs in United States
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ScaleOps · 2 weeks ago

Head Of Global Support

positionNY, New York City, US
timeFull-time
remoteOnsite
seniorityDirector/Executive

ScaleOps is the leader in real-time automated cloud resource management, revolutionizing how DevOps teams manage their cloud-native application infrastructures. As Head of Global Support, you will lead the global technical support organization, ensuring world-class support for enterprise customers and integrating customer feedback into the engineering lifecycle.

Cloud ComputingDevOpsSoftware Engineering

Responsibilities

Define and own the global support strategy, aligned with ScaleOps’ growth and enterprise customer expectations
Build, lead, and scale a global technical support organization (L2/L3), including hiring, onboarding, performance management, and career development
Design and operate 24/7 support coverage, on-call models, escalation paths, and incident response frameworks
Partner closely with R&D leadership to improve platform reliability
Translate recurring customer issues into actionable engineering insights
Ensure high-quality bug reproduction, documentation, logs, and technical context are consistently provided to development teams
Participate in post-incident reviews and drive long-term remediation with Engineering
Own support processes, tooling, and metrics, including ticketing systems, monitoring, alerting, and knowledge management
Define and track KPIs such as SLA compliance, MTTR, customer satisfaction, and issue recurrence
Drive a culture of accountability, precision, and customer-first execution across the support organization
Drive automation and efficiency via tooling (ticketing, incident management, knowledge base, runbooks, AI assistance) and standardized workflows
Build and maintain a world-class knowledge base: runbooks, known issues, release notes, troubleshooting guides
Ensure rapid resolution of production incidents while maintaining clear, executive-level communication with customers
Balance hands-on technical involvement with strategic leadership as the organization scales

Qualification

Global technical support leadershipKubernetesCloud platformsIncident managementB2B SaaS experienceEngineering partnershipCommunicationFast-paced environment adaptability

Required

Proven experience leading global technical support or support engineering teams in B2B SaaS, cloud, or DevOps-focused companies
Strong hands-on technical background with Kubernetes (kubectl, Helm), cloud platforms (EKS, GKE, AKS), IAM, and cloud networking
Experience supporting enterprise customers and mission-critical production systems
Demonstrated success partnering closely with Engineering and R&D teams
Strong understanding of incident management, SLAs, escalation frameworks, and operational metrics
Excellent communication skills, with the ability to engage both deeply technical teams and executive stakeholders
Comfortable operating in a fast-paced, high-growth environment and building structure where needed

Company

ScaleOps

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ScaleOps is a platform that automates Kubernetes resource management in real-time.
dateFounded in 2022
location
New York, New York, USA
people-size51-200 employees
web-link
https://scaleops.com

Funding

Current Stage
Growth Stage
Total Funding
$79.5M
Key Investors
Lightspeed Venture Partners
2024-11-12Series B· $58M
2023-12-19Series A· $15M
2023-01-01Seed· $6.5M

Recent News

linkedin.com
ScaleOps - Cloud-Native Optimization
2025-12-02
PR Newswire
ScaleOps Launches AI Infrastructure Resource Management Product to Power Self-Hosted AI at Scale
2025-11-20
Globes
Glilot Capital raises $500m for VC funds
2025-09-18
Company data provided by crunchbase