Head of Support


Consulting firm


Bac + 3


5-10 ans

Ville de travail:


Début du travail:




Offres d'emploi:


Créée le:




Our client is an award-winning, cloud-based, real-time communication platform that can virtually transport a person into any place in the world, regardless of location, to remotely assist, mentor, or train colleagues. Overlaying AR features and machine learning services over a real-time communication feed to augment the delivery of care and education

We are looking for a passionate Head of Support who is experienced with managing dispersed support teams, customer success, Secure Software Development Life Cycle (SSDLC), change management, agile/kanban/scrum, modern tools and pipelines. Ideally the candidate comes from a MedTech, augmented reality, or video conferencing background.

This candidate will report to the SVP of Operations and work with the VP of Engineering and Head of Implementation.

Your responsibilities
  • Directly manage a team of Technical Support Engineers, guiding and prioritizing their work and ensuring the team has the appropriate tools and training
  • Manage 3rd party services and vendors (e.g. outsourced support, hardware vendors)
  • Lead the capacity planning, development of the existing technical support team and recruiting new talent
  • Manage customer escalations and driving initiatives to improve customer satisfaction
  • Ensure customer feedback is communicated internally to enable ongoing improvement of products and services
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
  • Accountable for support performance metrics, reporting and execution against teams’ goals and objectives
  • Identify and execute against opportunities to drive process improvements that promote efficiencies and elevate the customer experience
  • Develop the KPIs measuring quality and efficiency of support delivery
  • Collaborate with Customer Success, Products and Engineering Teams to drive positive outcomes for customers

Required skills
  • BSc in Computer Science, and/or relevant experience as a substitute
  • 5+ years experience building, leading and scaling a high-performance, cohesive technical support operation and team, preferably for a vendor in the following markets: Cloud Services, Secure Web, VoIP, Video, MedTech, Enterprise SaaS
  • Ability to build, motivate and develop a team with proven successful record in technical leadership, while functioning in a high-demanding “action” oriented environment
  • Experience working in cross-functional and geographically dispersed teams
  • Experience defining vision and strategy for a technical product
  • Experience in change management and compliance
  • Experience managing firewalls, switches, WiFi & VoIP equipment
  • Experience with media encoders and decoders
  • Experience / good knowledge of Azure, AWS, Network protocols, VoIP, WebRTC
  • Experience working and scaling with third party vendors, outsource and partners
  • Experience in Atlassian experience (Jira, Jira Service Desk, Confluence, etc)
  • Experience in Microsoft Office Products
  • Strong written and verbal skills and the ability to communicate effectively with customers
  • Strong understanding of operational infrastructure, processes, systems and tools for running an elite Support center
  • Fluent in English (native language or certification)

Desired skills
  • Experience working with products and services that conform to standards of safety, privacy, and regulatory requirements
  • Experience with the secure SDLC, ISO (27001, 9001, 13485, 14971), IEC 62304, EU Medical Device and FDA Regulations
  • Knowledge of the Military, NHS and the healthcare IT market
  • Certifications in Scrum and Agile
  • Strong familiarity with Agile, Extreme Programming, Lean software development and DevOps
  • Fluent in another language such as French, Arabic, Spanish
Our selection criteria
  • Very curious
  • Team spirit
  • Open for discussions and new ideas
  • Oral & written communication skills
CV + cover to info {at} net - recrute . com