Head of 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

We're a fast-growing IoT and SaaS business. We make connected hardware that runs in the field, on a cloud platform our customers depend on every day. When something breaks for our customers, it matters, so support is at the centre of the customer experience. We're at the stage where how we build support now will shape how we scale around the world.

The role

We're hiring our Head of Technical Support to own support in the US, across devices, connectivity and the cloud platform. This is not a role for someone who wants to inherit a finished org and a vendor's AI add-on. We want a hands-on leader who leads the team and also builds the tools: someone who has designed, built and shipped AI-driven support workflows themselves and wants to make support run on AI from the start.

What you'll do

• Own global technical support across hardware, firmware, connectivity and SaaS, 24/7 and follow-the-sun
• Design and build AI into the support operation yourself: triage and routing, LLM-powered agent assist, self-service and deflection, knowledge base automation, and spotting device and fleet issues before customers do
• Get the data right underneath it. Turn tickets, device telemetry and product signals into clean, structured inputs that AI systems and dashboards can actually use
• Move support from reactive to proactive, with customer health signals, outreach before incidents, and insight you hand to Customer Success
• Build a working model with Customer Success, Product and Engineering, so support becomes a source of product and commercial insight, not just a cost centre
• Lead critical escalations and major incidents with calm, clear communication to key customers
• Choose, integrate and improve the modern support stack, and know when to build and when to buy
• Hire, coach and grow a high-performing, distributed team, and build a culture of ownership, curiosity and continuous improvement
• Own the KPIs (CSAT, FRT, TTR, deflection, MTTR, escalation rates) and use data to drive decisions

What we're looking for

• 8+ years in technical support, with 3+ years leading teams in a SaaS, IoT or connected-hardware business
• Real, hands-on AI experience. You have personally built or configured AI workflows in production, for example: LLM agents or copilots, RAG over a knowledge base, prompt design, API-based automations, or AI-native platforms (Intercom Fin, Zendesk AI, Decagon, Sierra, Forethought, n8n/Zapier, the OpenAI/Anthropic APIs or similar)
• Comfortable with the technical detail. Scripting (Python or similar), SQL, APIs, and observability tools like Datadog or equivalents don't slow you down
• Experience supporting connected devices: RMAs, firmware, connectivity troubleshooting, field issues
• A track record of building 24/7 global support operations, and ideally of scaling one from start-up to scale-up
• Strong examples of handling high-stakes customer escalations and leaving customers confident
• A collaborative communicator who listens as well as they present, and who can influence executives, engineers and customers alike
• A builder's mindset. You're energised by a scaling environment where you set the strategy and roll up your sleeves