Head of Support Operations & AI Enablement

Synopsys; Moreira; On-site; EUR 90,000 - 120,000; Full time

Job summary

Synopsys, Inc. is seeking an experienced, hands-on support leader to establish a scalable, proactive support operation from the ground up.

You will define the procedures, operating model, and knowledge base while remaining hands-on with investigations, user support, and improvements to the support infrastructure. You will build a 3–4 person team supporting a user community of ~300, using ServiceNow as the entry point and aligning with Jira Cloud for escalation.

Qualifications

• Degree or Master in Information Engineering or related.
• At least 10 years of professional experience leading support teams or support operations.
• Experience defining or substantially improving support procedures, operating models, and service management practices.
• Technical troubleshooting capability combined with business acumen across applications, reports, and business processes.
• The ability to distinguish issues resolvable within existing capabilities from those requiring code changes, process revisions, or other product changes.
• Experience with structured ticket management, prioritization, escalation, knowledge management, and service reporting.

Responsibilities

• Establishing the support procedures, operating model, knowledge base, and service management practices for a new support function covering tools, reports, and processes.
• Leading and developing a team of 3–4 people, including yourself, supporting a community of approximately 300 users while remaining hands-on with daily operations and complex investigations.
• Owning and continuously improving the support framework and infrastructure, balancing immediate user needs with longer-term scalability and service quality.
• Using ServiceNow as the first-line support entry point and defining intake, classification, prioritization, investigation, resolution, and closure practices.
• Enabling the team to resolve issues that do not require product changes, within approved permissions and controls, by combining technical troubleshooting with an understanding of business processes and reporting needs.
• Defining the escalation path to Jira Cloud for issues requiring code changes, new process versions, or other product changes, with clear diagnostic information and handover criteria.
• Working with product, engineering, reporting, and process owners to establish responsibilities for user communication, progress tracking, and resolution confirmation after escalation.
• Building reusable knowledge articles, troubleshooting guides, and standard operating procedures, and turning recurring issues into improvement proposals for the relevant owners.
• Identifying and implementing opportunities for automation and AI-enabled workflows, with appropriate validation and human oversight.
• Establishing service measures and using support trends, user feedback, and operational data to prioritize continuous improvement.

Skills

Leadership of support teams

ServiceNow

Jira Cloud

Process improvement

AI in support

Education

Degree or Master in Information Engineering or related

Job description

Synopsys, Inc. is seeking an experienced, hands-on support leader to establish a scalable, proactive support operation from the ground up.

You will define the procedures, operating model, and knowledge base while remaining hands-on with investigations, user support, and improvements to the support infrastructure. You will build a 3–4 person team supporting a user community of ~300, using ServiceNow as the entry point and aligning with Jira Cloud for escalation.