Senior Technical Customer Support Lead

Overview

Join a fast-growing SaaS company as a Senior Technical Customer Support Lead in a fully onsite role located in downtown Dallas, working five days a week. This organization is building a modern, AI-powered Video Surveillance as a Service (VSaaS) platform that leverages existing infrastructure to deliver real-time business intelligence through edge computing, cloud services, and AI models. You'll own, scale, and elevate the global customer support function, delivering an exceptional, enterprise-grade support experience across the customer and partner base while building the people, processes, and tooling needed to scale.

This role combines strategic leadership with hands-on technical involvement, leading day-to-day support operations, managing customer escalations, and collaborating deeply across Product, Development, Cloud Operations, Sales, and Partners. With development and operations teams distributed across the US and India, you'll need strong communication, prioritization, and operational discipline to ensure customer issues are resolved quickly and permanently.

• Lead day-to-day support operations and manage customer escalations with a focus on resolution and ongoing prevention of issues.
• Own the global customer support function, building teams, defining processes, and establishing scalable standards.
• Collaborate with Product, Development, Cloud Operations, Sales, and Partners to drive issue resolution and improve customer experience.
• Partner with Product and Development to identify systemic problems and influence roadmap priorities based on customer impact.
• Work with cutting-edge AI and video analytics technology in the VSaaS space, including exposure to edge computing, cloud-native architectures, and machine learning applications.
• Operate in a fast-moving startup environment with high visibility across the organization.
• Onsite presence in downtown Dallas five days per week to enable close collaboration and rapid problem-solving.
• Build a support organization from the ground up with leadership and long-term career growth opportunities as the company scales.

• 7 to 10+ years of experience leading customer support for SaaS platforms
• Proven experience supporting enterprise and mid-market customers
• Strong background managing escalations in customer-facing production environments
• Experience working cross-functionally with Product, Development, and Operations teams
• Demonstrated ability to build and scale support teams and processes
• Strong analytical skills with experience using support metrics to drive improvement
• Excellent written and verbal communication skills
• Experience working with globally distributed teams including offshore development staff
• Hands-on technical involvement including troubleshooting of logs, platform behavior, integrations, and cloud-based systems
• Ability to work onsite in downtown Dallas five days per week
• Strong leadership and team development capabilities
• Experience defining SLAs, escalation paths, and service standards

• Experience supporting VSaaS, video platforms, or data-intensive SaaS products
• Familiarity with cloud-native architectures and operational concepts
• Experience supporting customers through installs, deployments, or onboarding life cycles
• Light hardware-related support experience
• Exposure to enterprise security, compliance, or regulated environments
• Prior startup or high-growth company experience
• Experience supporting AI/ML-powered products
• Partner or channel support experience
• Familiarity with support platforms such as Zendesk, Jira Service Management, or Service Now
• Experience building tiered support models and on-call rotations
• Background in Customer Success or Professional Services
• Experience with edge computing or IoT platforms
• Knowledge of video analytics and surveillance systems
• Understanding of networking concepts and troubleshooting

• 40% Support Operations and Execution (ticket management, escalations, issue resolution)
• 30% Strategic Leadership and Team Management (building teams, defining processes, metrics)
• 20% Cross-Functional Collaboration (Product, Development, Cloud Ops, Sales, Partners)
• 10% Documentation and Enablement (knowledge management, training, process improvement)

• 45% Hands-On Support Leadership (managing escalations, troubleshooting, coordinating resolutions)
• 35% Team and Operations Management (leading team, optimizing workflows, tracking metrics)
• 20% Strategic Collaboration (partnering with Product, Development, working with stakeholders)