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ExecutiveFull-timeAWSAI
Salary Range
$309,400 - $418,600 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Head of Product Support to build, scale, and lead a world-class Product Support organization at Mechanical Orchard. This strategic leadership role is responsible for defining our support vision and ensuring customers experience Mechanical Orchard as reliable, responsive, and deeply technical.
Key Responsibilities
- →Lead and define 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
- →Design scalable support workflows, escalation paths, and quality standards
- →Define and manage SLAs/SLOs aligned with customer and partner expectations
- →Build tight feedback loops between customers and Product
- →Influence roadmap decisions based on recurring issues and usage patterns
- →Drive initiatives that proactively reduce support volume through product quality and education
- →Ensure the support organization develops deep product expertise
- →Build structured training programs to create authoritative technical advisors
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
- ✓summaryBullets":["Lead and define Product Support vision
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