Support Delivery Lead

Location: Remote - US based candidates only, no visa sponsorship available

About the role

This role will lead operational priorities focused on execution quality, efficiency, safety, and measurable performance outcomes. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a technology-driven environment.

Responsibilities

• Build and lead a team of top-tier technical troubleshooting experts at the company
• Collaborate with engineering and customer teams to resolve escalated issues effectively
• Translate customer issue learnings into scalable internal processes to enhance customer experience
• Oversee team operations to deliver global 24x7 coverage, including handling emergencies during weekends and holidays
• Foster strong relationships with customers to ensure their application's success
• Support team initiatives beyond core responsibilities to enhance overall efficacy
• Contribute to the broader leadership team, impacting organizational strategies across departments

Qualifications

• 6+ years of experience managing technical support or software engineering teams in fast-paced environments
• 10+ years in technical support engineering or software engineering roles
• Experience leading skilled engineering teams with a focus on operational and technical direction
• Deep technical expertise in application development or infrastructure alongside operational reliability
• Proven cross-functional partnership skills that influence engineering and product decisions based on support insights
• Automation-first mindset with proven track record in scaling support via tools and processes
• Comfort in navigating ambiguity, balancing leadership with hands-on technical involvement
• Strong customer focus with a commitment to building trust during critical situations

Benefits

• Remote work opportunity
• Leadership role with the chance to build a new team from the ground up
• Engagement with strategic enterprise accounts and high-impact AI solutions
• Participation in organizational and process improvements
• Access to a collaborative and innovative work environment

Pay

$130,000 – $160,000 annually