Global Technical Support Delivery Lead

Jobtailor; San Francisco (CA); On-site; USD 180,000 - 250,000; Full time

Job summary

Jobtailor in San Francisco seeks an experienced leader to build and manage a world-class technical support team, serving as the final escalation point before Engineering.

You will partner with engineering and customer teams to resolve escalations, scale operations for global 24x7 coverage, and translate learnings into actions that drive product improvements and better customer outcomes.

Qualifications

• 10+ years of leading technical support engineering or software engineering teams in high-scale or fast-paced environments.
• 15+ years of experience in technical support engineering or software engineering.
• Experience empowering senior ICs while setting clear technical/operational direction.
• Deep technical experience in application development or infrastructure with a strong ops mindset.
• Strong ability to influence engineering and product roadmaps through support-driven insights.
• Automation-first mindset with tooling or processes that scale support via AI and systems thinking.

Responsibilities

• Build and lead a team of the foremost technical and troubleshooting experts. You are the last line of defense before the core Engineering team.
• Partner with engineering and customer teams to resolve escalated issues and coordinate resources across multiple teams.
• Operationalize learnings at scale, iterating on internal processes to improve customer experience and influence product roadmaps.
• Manage scaling and operations to deliver 24x7 coverage globally, including holidays and weekends.
• Build strong relationships with customers to ensure application success and trust during critical issues.
• Collaborate across the organization and contribute to broader leadership within Support.

Skills

Team Leadership

Cross-functional Partner

Operational Excellence

Automation

Strategic Leadership

Job description

Jobtailor in San Francisco seeks an experienced leader to build and manage a world-class technical support team, serving as the final escalation point before Engineering.

You will partner with engineering and customer teams to resolve escalations, scale operations for global 24x7 coverage, and translate learnings into actions that drive product improvements and better customer outcomes.