Head of Product Support

2 months, 2 weeks ago
Full-time
Executive
Product Management
Mechanical Orchard

Mechanical Orchard

Mechanical Orchard specializes in modernizing critical legacy applications through AI-driven technology, enabling the transition to maintainable and trustworthy modern code without disrupting existing operations.

Internet Software & Services
11-50
Founded 2022
$7M raised

Description

  • Define and own the end-to-end Product Support vision aligned with company and product strategy.
  • Build and mentor a high-performing support team across Product Support, Technical Support, and Support Operations.
  • Represent Product Support at the leadership level and drive cross-functional initiatives.
  • Design scalable support workflows, escalation paths, and quality standards.
  • Define and manage SLAs and SLOs aligned with customer and partner expectations.
  • Select and implement support tooling, including ticketing systems, knowledge bases, monitoring, and automation.
  • Own support analytics, including volume, root causes, trends, friction points, and performance metrics.
  • Partner with Engineering to build automation and internal tools that reduce repetitive support work.
  • Build tight feedback loops between customers and Product to influence roadmap decisions.
  • Lead post-mortems and embed learnings into product and support systems.

Requirements

  • 7+ years of experience in Support, Technical Support, Developer Support, or Customer Experience roles.
  • 3+ years of experience leading teams.
  • Experience building or scaling support functions in modern tech environments such as SaaS, cloud, AI, or developer tooling.
  • Strong technical fluency with APIs, debugging, cloud platforms, logs/metrics, and development 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 is preferred.
  • Experience designing scalable self-serve support models is preferred.
  • Background in support operations, quality management, or process engineering is preferred.
  • Comfort building systems from scratch in ambiguous, high-growth environments is preferred.

Benefits

  • Remote-first work environment with no in-office attendance requirement.
  • Flexible collaboration hours across time zones, with specifics discussed during the interview process.
  • Travel to company and team meetings, plus customer visits, about 1-2 times per quarter.
  • Opportunity to work on mission-critical software modernization problems with high impact.
  • Equal opportunity employer with a commitment to discrimination-free and harassment-free workplaces.
  • Reasonable accommodations provided for employees with protected disabilities consistent with local law.

Interested in this position?

Apply directly on the company website

Apply Now

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