Who We Are

Spectro Cloud aims to make infrastructure boundaryless for the enterprise, from data center to edge and every platform in between. We provide solutions that help enterprises run applications on Kubernetes, their way, anywhere.

Established by a team of multi-cloud management experts and industry veterans with a track record of success, we're at the forefront of multi-cloud management solutions. What makes us stand out is our team's commitment and strong backing from industry-leading investors, driving our progress. Our collective focus is on delivering unmatched value that resonates with our customers, and you can take pride in being involved with it.

The Job

This is both a strategic and operational leadership role. You’ll be responsible for leading our global Technical Support team, defining support strategy, driving key metrics (e.g., CSAT, time to resolution), and building scalable systems and processes. You’ll collaborate closely with Engineering, Product, and Customer Success to improve the customer experience and reduce friction across the journey.

Key Responsibilities

• Lead and scale a global technical support team including managers and engineers

• Further define, execute & communicate the global support strategy, including SLA/CSAT goals, support coverage model, and escalation procedures

• Oversee complex escalations and act as an executive sponsor during customer-critical incidents

• Partner with Engineering and Product to drive bug triage, root cause analysis, and incident response processes

• Refine and optimize tools, workflows, and KPIs using platforms like Jira & Salesforce

• Develop a data-driven reporting structure to surface trends, reduce ticket volume, and improve time to resolution

• Create, champion and continuously improve the knowledge base (KCS) and customer self-service capabilities

• Collaborate cross-functionally to influence product feedback loops, supportability, and customer retention strategies

• Hire, mentor, and develop a high-performing support organization focused on technical excellence and customer empathy

Requirements

• 8+ years of experience in Technical Support or Customer Experience in a SaaS or Cloud-native environment

• 3+ years in a leadership or people-management role, preferably in a late-stage or enterprise startup

• Experience with enterprise customers and managing technical escalations in high-stakes environments

• Strong background in SaaS platforms, APIs, integrations, cloud infrastructure (e.g., AWS, Azure, GCP)

• Proven success building or scaling global support operations (24/7 or follow-the-sun model)

• Deep knowledge of customer support tools and reporting platforms (e.g., Zendesk, Salesforce, Intercom, Looker)

• Excellent communication, crisis management, and stakeholder alignment skills

• Experience working closely with Engineering, Product, and Customer Success in a fast-moving organization

Preferred Qualifications

• Familiarity with DevOps, observability, & Kubernetes

• Experience with ITIL, KCS, or ISO frameworks

• Past involvement in incident management or postmortem practices

• Exposure to customer-facing SLAs, compliance, or support contracts (especially in enterprise)