Global Head of AI-Driven Technical Support

Diver5ify; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Diver5ify seeks a Head of Technical Support to own US-based support across devices, connectivity and cloud platforms. You will lead a hands-on team, design AI-driven support workflows, and build tools to scale operations globally.

You will turn tickets and telemetry into AI-ready data, shift from reactive to proactive support, and collaborate with Customer Success, Product and Engineering to extract product and commercial insights.

Qualifications

• 8+ years in technical support, with 3+ years leading teams in SaaS/IoT or connected hardware.
• Hands-on AI experience in production workflows (LLM agents, copilots, AI-native platforms).
• Scripting (Python) or SQL, APIs and observability tools; able to work with device firmware and SaaS components.

Responsibilities

• Own global technical support across hardware, firmware, connectivity and SaaS, 24/7 and follow-the-sun.
• Design and build AI-driven support workflows; triage, routing, agent assist and knowledge-base automation.
• Turn tickets, telemetry and product signals into clean inputs for AI systems and dashboards.

Skills

AI experience

Team leadership

Technical support

Python/SQL/APIs

Datadog/Observability

IoT/SaaS/connected devices

Escalation handling

Cross-functional collaboration

Builder mindset

Tools

Datadog

Zendesk AI

Intercom AI

OpenAI APIs

Job description

Diver5ify seeks a Head of Technical Support to own US-based support across devices, connectivity and cloud platforms. You will lead a hands-on team, design AI-driven support workflows, and build tools to scale operations globally.

You will turn tickets and telemetry into AI-ready data, shift from reactive to proactive support, and collaborate with Customer Success, Product and Engineering to extract product and commercial insights.