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 Partner Excellence Centr...