About the Role
We are seeking an experienced Technical Support leader to drive a global support function within a fast-growing SaaS environment. This role will focus on scaling 24x7 operations, embedding ITIL best practices, and transforming support into a proactive, customer-centric capability through automation, self-service, and strong cross-functional collaboration.
Responsibilities:
Service & Operational Excellence
- Implement and govern ITIL-aligned processes (Incident, Request, Problem, Knowledge Management)
- Drive SLA/OLA performance with focus on FCR, MTTR, CSAT, and CES
- Introduce automation, AI-assisted support, and self-service capabilities to improve efficiency and scalability
Knowledge, Self-Service & Partner Enablement
- Build and maintain a unified knowledge base and customer support portal
- Drive shift-left and case deflection strategies through self-service and AI
- Establish a Partner Excellence Centr...
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