Head Of Global Support

Description

Head of Global Support

About ScaleOps

ScaleOps, the leader in real-time automated cloud resource management, is revolutionizing how DevOps teams manage their cloud-native application infrastructures. Backed by venture capital and software industry titans, ScaleOps’ platform removes the organizational friction between application owners and DevOps teams by fully automating the resource management process to meet real-time demand.

The ScaleOps platform dynamically manages the application’s resource allocation, eliminating the need for manual intervention. The result is improved application performance, 60%- 80% cloud cost savings, and a fully automated allocation process.

With well over $80 million in backing, ScaleOps has seen tremendous business growth, attracting global industry leaders to its customer base. ScaleOps automatically manages the production environments of over 50 enterprises, including Wiz, CATO Networks, Outreach, SentinelOne, Maxar, Playtika, Orca Security, EQ Bank, Outbrain, PayU, and Noname.

As Head of Global Support, you will own and lead ScaleOps’ global technical support organization, responsible for delivering world-class support to enterprise customers running mission-critical, production-grade environments. You will play a critical role in ensuring that customer issues, incidents, and feedback are tightly integrated into the engineering lifecycle — influencing architecture decisions, roadmap priorities, and long-term product quality.

What You’ll Do

Global Leadership & Strategy

• 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.

Engineering & R&D Partnership

• 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.

Operational Excellence

• 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.

Technical Escalation & Ownership

• 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.

Requirements

What You’ll Bring

• 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.