Head of Product Support

United States Digital Space LLC; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote-first

Job summary

United States Digital Space LLC is seeking a Head of Product Support to define and scale a world-class Product Support organization. You will lead a cross-functional team of specialists, engineers, and operations professionals, driving a customer-obsessed and data-driven support function aligned with product strategy.

The role focuses on scalable systems, SLAs/SLOs, automation, and proactive customer education to reduce support volume while elevating customer experience.

Qualifications

• 7+ years in support, technical support, developer support, or customer experience roles with leadership experience.
• 3+ years leading teams, building or scaling modern SaaS tech support functions.

Responsibilities

• Define and lead the end-to-end Product Support vision and strategy.
• Build and mentor a high-performing, cross-functional support team.
• Represent Product Support at leadership level and drive cross-functional initiatives to improve the customer experience.

Skills

APIs

Debugging

Cloud platforms

Logs/metrics

Dev workflows

Cross-functional leadership

AI workflows

Tools

Ticketing systems

Knowledge base software

Monitoring tools

Job description

Headquarters: USA (Remote)

About the Role

We’re hiring a Head of Product Support to build, scale, and lead a world-class Product Support organization. This is a strategic leadership role responsible for the full support experience across our product offering. You will define our support vision, build the systems and teams that deliver it, and partner closely with Product, Engineering, Delivery, and Sales to ensure customers experience the company as reliable, responsive, and deeply technical. You will operate at the intersection of customer experience, product excellence, and operational rigor — shaping how customers interact with our technology and influencing what we build next. This role may be hired at the Senior Manager or Director level , depending on the candidate’s experience, leadership scope, and demonstrated ability to operate at scale. We are open to calibrating title and level for the right person.

What You’ll Do

Lead and Define the Support Strategy

• Own the end-to-end Product Support vision aligned to company and product strategy
• Build and mentor a high-performing team of Product Support Specialists, Technical Support Engineers, and Support Operations professionals
• Represent Product Support at the leadership level and drive cross-functional initiatives
• Establish a culture that is customer-obsessed, data-driven, and technically rigorous

Build Scalable Systems and Operations

• Design scalable support workflows, escalation paths, and quality standards
• Define and manage SLAs/SLOs aligned with customer and partner expectations
• Select and implement support tooling (ticketing, knowledge base, monitoring, automation)
• Own support analytics: volume, root causes, trends, friction points, and performance metrics
• Partner with Engineering to build automation and internal tooling that reduces repetitive work

Elevate the Customer Experience

• Build tight feedback loops between customers and Product
• Influence roadmap decisions based on recurring issues and usage patterns
• Collaborate with Documentation and Developer Experience teams to improve onboarding and self-serve pathways
• Partner with Sales and Delivery on high-priority accounts and escalations
• Drive initiatives that proactively reduce support volume through product quality and education

Raise the Technical Bar

• Ensure the support organization develops deep product expertise
• Build structured training programs to create authoritative technical advisors
• Lead post-mortems and embed learnings into product and support systems

Required Requirements

7+ years in Support, Technical Support, Developer Support, or Customer Experience roles, 3+ years leading teams Experience building or scaling support functions in modern tech environments (SaaS, cloud, AI, developer tooling) Strong technical fluency (APIs, debugging, cloud platforms, logs/metrics, dev workflows) Proven ability to operate cross-functionally and influence product direction Experience with modern support tooling and AI-enabled workflows

Preferred Requirements

Experience supporting developer-facing or highly technical products Experience designing scalable self-serve support models Background in support operations, quality management, or process engineering Comfort building systems from scratch in ambiguous, high-growth environments

the company is a remote-first company, with employees working across time zones and locations. This role does not have a requirement for in-office attendance, but is expected to work hours that maximize collaboration with their team (specifics can be discussed during the interview process). There will be travel to company and team meetings, as well as customer visits (1-2 times per quarter, up to ~20% of the time).

the company, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. the company, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at the company, Inc. are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. the company, Inc. will not tolerate discrimination or harassment based on any of these characteristics. the company, Inc. encourages applicants of all ages. the company, Inc. will provide reasonable accommodation to employees who have protected disabilities consistent with local law.We look forward to reviewing your application. Thanks!