Senior Technical Support Lead

* Description
* We are seeking a hands-on Technical Customer Support leader to own, scale, and elevate our global customer support function for a fast-growing SaaS and Video Surveillance as a Service (VSaaS) platform.
This role is responsible for delivering an exceptional, enterprise-grade support experience across our customer and partner base while building the people, processes, and tooling needed to scale. You will lead day-to-day support operations, manage customer escalations, and collaborate deeply across Product, Development, Cloud Operations, Sales, and Partners to ensure customer issues are resolved quickly and permanently.
The ideal candidate brings 7 - 10+ years with strong technical depth and experience leading customer support for SaaS platforms, has operated in high-growth or startup environments, and understands how support becomes a strategic advantage when tightly integrated with product and delivery teams.
Our development and operations teams are distributed across the US and India, making strong communication, prioritization, and operational discipline essential.
About Us
We are a fast-growing SaaS company building a modern, TRUE AI VSaaS platform that leverages existing infrastructure to deliver real-time business intelligence. Our platform combines edge computing, cloud services, and AI models to help customers extract more value from video systems already deployed in their environments.
As we scale customers, partners, and deployments, technical customer support plays a mission-critical role in retention, expansion, and brand trust.

Role Overview
As the Customer Support Leader, you will be accountable for the end-to-end customer support lifecycle-from ticket intake and troubleshooting to escalation management, root cause analysis, and long-term issue prevention.
You will build and lead a high-performing support organization, define support standards and SLAs, and ensure support insights are continuously fed back into Product, Development, and Operations.
This role partners closely with:

* Customers & Partners

* Product Management

* Development & Cloud Operations

* QA / QC

* Customer Success & Sales

* Hardware, Install, and Partner teams

Key Responsibilities
Customer Support Ownership & Strategy

* Own the global customer support function and overall support experience

* Define and evolve support strategy aligned with company growth and enterprise expectations

* Establish SLAs, escalation paths, and service standards for customers and partners

* Ensure support operations scale predictably as customer volume grows
Support Operations & Execution

* Lead day-to-day support operations, including ticket triage, prioritization, and resolution

* Manage complex customer escalations and serve as an executive point of contact when needed

* Implement and optimize support workflows, tooling, and automation

* Ensure consistent, high-quality responses across all support channels
Cross-Functional Collaboration

* Partner closely with Product and Development to:
oDrive rapid issue resolution
oIdentify systemic issues and root causes
oInfluence roadmap priorities based on customer impact

* Collaborate with Cloud, Hardware, and Install teams on platform and deployment-related issues

* Work with Customer Success and Sales to support renewals, expansions, and strategic accounts

* Coordinate with partners to align support responsibilities and expectations
Metrics, Insights & Continuous Improvement

* Define and track key support metrics (CSAT, response time, resolution time, backlog health)

* Establish regular reporting on support trends, risks, and customer-impacting issues

* Lead root cause analysis and post-incident reviews

* Turn support data into actionable insights for product and operational improvements
Team Leadership & Development

* Hire, onboard, and develop a high-performing customer support team

* Mentor support staff and future support leaders

* Define career paths, training programs, and performance expectations

* Foster a culture of ownership, accountability, and customer empathy
Knowledge, Documentation & Enablement

* Own customer-facing and internal support documentation

* Ensure runbooks, troubleshooting guides, and FAQs are accurate and up to date

* Partner with Product and Training teams to improve onboarding and self-service resources
IMPORTANT - this person will have a small team of direct reports. 1 person now but growing.

* Skills
* technical support, customer service, troubleshooting

* Top Skills Details
* technical support,customer service,troubleshooting

* Additional

Skills & Qualifications
* Nice to Have

* Experience supporting AI/ML-powered products

* Experience with offshore development staff

* Partner or channel support experience

* Familiarity with support platforms (Zendesk, Jira Service Management, Service Now, etc.)

* Experience building tiered support models and on-call rotations

* Job Type & Location
* This is a Contract to Hire position based out of Dallas, TX.

* Pay and Benefits
* The pay range for this position is $60.00 -…