Head Of Global

Head Of Global Support

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Scale Ops, the leader in real-time automated cloud resource management, is revolutionizing how Dev Ops teams manage their cloud-native application infrastructures. Backed by venture capital and software industry titans, Scale Ops’ platform removes the organizational friction between application owners and Dev Ops teams by fully automating the resource management process to meet real-time demand. The platform dynamically manages the application’s resource allocation, eliminating the need for manual intervention, resulting in improved application performance, 60%-80% cloud cost savings, and a fully automated allocation process.

With over $80 million in backing, Scale Ops manages production environments for over 50 enterprises including Wiz, CATO Networks, Outreach, Sentinel One, Maxar, Playtika, Orca Security, EQ Bank, Outbrain, PayU, and Noname.

As Head of Global Support, you will own and lead Scale Ops’ global technical support organization, responsible for delivering world‑class support to enterprise customers running mission‑critical, production‑grade environments
. You will play a critical role in ensuring that customer issues, incidents, and feedback are tightly integrated into the engineering lifecycle—influencing architecture decisions, roadmap priorities, and long‑term product quality.

• Define and own the global support strategy, aligned with Scale Ops’ growth and enterprise customer expectations.
• Build, lead, and scale a global technical support organization (L2/L3), including hiring, onboarding, performance management, and career development.
• Design and operate 24/7 support coverage, on‑call models, escalation paths, and incident response frameworks.

• Partner closely with R&D leadership to improve platform reliability.
• Translate recurring customer issues into actionable engineering insights.
• Ensure high‑quality bug reproduction, documentation, logs, and technical context are consistently provided to development teams.
• Participate in post‑incident reviews and drive long‑term remediation with Engineering.

• Own support processes, tooling, and metrics, including ticketing systems, monitoring, alerting, and knowledge management.
• Define and track KPIs such as SLA compliance, MTTR, customer satisfaction, and issue recurrence.
• Drive a culture of accountability, precision, and customer‑first execution across the support organization.
• Drive automation and efficiency via tooling (ticketing, incident management, knowledge base, runbooks, AI assistance) and standardized workflows.
• Build and maintain a world‑class knowledge base: runbooks, known issues, release notes, troubleshooting guides.

• Ensure rapid resolution of production incidents while maintaining clear, executive‑level communication with customers.
• Balance hands‑on technical involvement with strategic leadership as the organization scales.

• Proven experience leading global technical support or support engineering teams in B2B SaaS, cloud, or Dev Ops‑focused companies.
• Strong hands‑on technical background with Kubernetes (kubectl, Helm), cloud platforms (EKS, GKE, AKS), IAM, and cloud networking.
• Experience supporting enterprise customers and mission‑critical production systems.
• Demonstrated success partnering closely with Engineering and R&D teams.
• Strong understanding of incident management, SLAs, escalation frameworks, and operational metrics.
• Excellent communication skills, with the ability to engage both deeply technical teams and executive stakeholders.
• Comfortable operating in a fast‑paced, high‑growth environment and building structure where needed.

• Not Applicable

• Full‑time

• Other
• Industries:
  Software Development