Head of Product Support

Role Overview

Mechanical Orchard is hiring a Head of Product Support to build, scale, and lead a world-class Product Support organization. This strategic leadership role owns the full customer support experience and partners closely with Product, Engineering, Delivery, and Sales to ensure customers experience the company’s product as reliable, responsive, and deeply technical.

The role may be hired at the Senior Manager or Director level depending on experience and leadership scope.

Responsibilities

• Lead & Define Support Strategy

  • Own the end-to-end Product Support vision aligned to company and product strategy
  • Build, mentor, and scale a team of Product Support Specialists, Technical Support Engineers, and Support Operations professionals
  • Represent Product Support at leadership level and drive cross-functional initiatives
  • Establish a customer-obsessed, data-driven, technically rigorous support culture

• Build Scalable Systems & Operations

  • Design scalable support workflows, escalation paths, and quality standards
  • Define and manage SLAs/SLOs aligned with customer and partner expectations
  • Select and implement support tooling (ticketing, knowledge base, monitoring, automation)
  • Own support analytics (volume, root causes, trends, friction points, performance metrics)
  • Partner with Engineering to automate repetitive work and build internal tooling

• Elevate Customer Experience

  • Create tight feedback loops between customers and Product
  • Influence roadmap decisions using recurring issues and usage patterns
  • Collaborate with Documentation and Developer Experience to improve onboarding and self-serve
  • Partner with Sales and Delivery on high-priority accounts and escalations
  • Proactively reduce support volume via product quality and education

• Raise the Technical Bar

  • Ensure deep product expertise across the organization
  • Build structured training programs for authoritative technical advisors
  • Lead post-mortems and embed learnings into product and support systems

Requirements

• 7+ years in Support, Technical Support, Developer Support, or Customer Experience roles
• 3+ years leading teams
• Experience building/scaling support functions in modern tech environments (e.g., SaaS, cloud, AI, developer tooling)
• Strong technical fluency (APIs, debugging, cloud platforms, logs/metrics, developer workflows)
• Proven ability to operate cross-functionally and influence product direction
• Experience with modern support tooling and AI-enabled workflows

Preferred Requirements

• Experience supporting developers (trailing text truncated in the posting)