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Head of Product Support

1 day, 1 hour ago
United States
Full-time
Executive
Customer Support
Product Management
Apply Now
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
View All Jobs 17

Description

  • Define and own the end-to-end Product Support vision aligned with company and product strategy.
  • Build, mentor, and lead a high-performing support team across support specialists, technical support engineers, and support operations.
  • Represent Product Support in leadership discussions 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, knowledge base, monitoring, and automation systems.
  • Own support analytics, including volume, root causes, trends, friction points, and performance metrics.
  • Partner with Engineering to build automation and internal tooling that reduces repetitive work.
  • Build feedback loops between customers and Product to influence roadmap decisions.
  • Lead post-mortems and incorporate 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 (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).

Benefits

  • Remote-first work environment with no requirement for in-office attendance.
  • Flexible collaboration schedule across time zones, with hours discussed during the interview process.
  • Travel to company and team meetings, plus customer visits, about 1-2 times per quarter (up to ~20% of the time).
  • Equal opportunity employer with a strong commitment to workplace inclusion and anti-discrimination policies.
  • Reasonable accommodation provided to employees with protected disabilities, consistent with local law.

Interested in this position?

Apply directly on the company website

Apply Now

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