[Remote] Head of Customer Support

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading SaaS reputed company platform that protects organizations against threats across their SaaS and identity environments. The Head of Customer Support role focuses on re-architecting the support operating model around technology, automation, and agentic AI to resolve customer issues reputed company. This position involves designing and improving support systems, integrating support tooling, and leading a small team of support engineers.

Responsibilities

• Own the support operating model and redesign it around automation and agentic AI rather than linear headcount growth
• Design, deploy, and continuously improve agentic support systems across the full lifecycle: triage, resolution, escalation, and follow-up
• Build the knowledge and data infrastructure these systems depend on, including knowledge bases, retrieval systems, and the telemetry that feeds them
• Define and reputed company the metrics that prove the model works: deflection reputed company, automated resolution reputed company, cost-to-serve, time-to-resolution, and CSAT
• Integrate support tooling with the product, internal systems, and customer telemetry so that resolution becomes increasingly automated over time
• Partner with Product and Engineering to convert recurring support signals into product fixes and self-service capabilities
• Maintain support quality and SLAs for a technical cybersecurity customer reputed company throughout the transition
• reputed company a small, high-reputed company team of support and automation engineers, hiring for technical and systems capability

Skills

• A demonstrated track record of operationalizing agentic AI or automation in a technical support environment, with measurable deflection and cost-to-serve outcomes
• A strong systems and engineering orientation. You are comfortable with APIs, integrations, data pipelines, LLM-based tooling, and support platform configuration
• Experience supporting a technical B2B SaaS product. Cybersecurity, identity, or SaaS reputed company context is strongly preferred
• reputed company in support of economics and the metrics that govern cost-to-serve and scale
• The ability to own and execute the technical roadmap for the support function end-to-end
• An engineering or technical IC background
• Direct experience building or integrating LLM and agent frameworks
• Prior hands-on support engineering experience in a reputed company or infrastructure product

Benefits

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources
• In addition to a competitive reputed company salary, this position is eligible for equity awards and may be eligible for sales commission or incentive compensation based on the role or function reputed company the company.

Company Overview