Technical Support, Head

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 Part...