Head of Technical Support

Rise Technical Recruitmentseeks an experienced and visionary leader to serve as the Founding Head of Technical Support. This pivotal role is designed for a dynamic professional who thrives in the fast-paced, innovative environment of a growing startup. You will be instrumental in establishing and scaling a world-class technical support function that directly impacts customer satisfaction and operational excellence.

About the Role

You will be the architect and driving force behind the technical support organization. This is a unique opportunity to build foundational processes, culture, and capabilities from the ground up. Your leadership will be crucial in ensuring the reliability and performance of our core systems while fostering a collaborative and solutions-oriented team environment. You will report directly to the CEO and work closely with engineering and product teams to translate technical challenges into actionable support strategies.

Key Responsibilities

• Lead, mentor, and develop a high-performing technical support team, establishing clear goals, performance metrics, and career paths.
• Design, implement, and continuously optimize support workflows, ticketing systems, and knowledge bases to enhance efficiency and customer experience.
• Collaborate closely with engineering and product teams to diagnose complex technical issues, define support requirements, and ensure system reliability.
• Develop and enforce robust service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve support effectiveness.
• Proactively identify opportunities for process improvement, automation, and the adoption of new technologies to elevate the support function.
• Act as the primary escalation point for critical technical support issues and complex customer problems.

Requirements

• Proven experience (5+ years) in technical support leadership, ideally within a high-growth startup or rapidly scaling tech company.
• Demonstrated ability to build, manage, and inspire high-performing technical support teams.
• Strong systems-thinking skills and a deep understanding of technical infrastructure and common support challenges.
• Exceptional problem-solving abilities and a data-driven approach to optimizing support operations.
• Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts clearly to both technical and non-technical stakeholders.
• Experience with support ticketing systems, knowledge base platforms, and performance monitoring tools is essential.
• A passion for customer success and a commitment to delivering exceptional support experiences.

What We Offer

We provide a competitive compensation package, including equity participation and comprehensive benefits. This is an opportunity to make a significant impact in a startup environment where your contributions will be directly visible and valued. You will join a talented team dedicated to innovation and growth.