About the Role

We're hiring a Head of Product Support to build, scale, and lead a world-class Product Support organization.

This is a strategic leadership role responsible for the full support experience across our product offering. You will define our support vision, build the systems and teams that deliver it, and partner closely with Product, Engineering, Delivery, and Sales to ensure customers experience Mechanical Orchard as reliable, responsive, and deeply technical.

You will operate at the intersection of customer experience, product excellence, and operational rigor - shaping how customers interact with our technology and influencing what we build next.

This role may be hired at the Senior Manager or Director level, depending on the candidate's experience, leadership scope, and demonstrated ability to operate at scale. We are open to calibrating title and level for the right person.

What You'll Do

Lead and Define the Support Strategy

- Own 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

- Establish a culture that is customer-obsessed, data-driven, and technically rigorous

Build Scalable Systems and Operations

- Design scalable support workflows, escalation paths, and quality standards

- Define and manage SLAs/SLOs aligned with customer and partner expectations

- Select and implement support tooling (ticketing, knowledge base, monitoring, automation)

- Own support analytics: volume, root causes, trends, friction points, and performance metrics

- Partner with Engineering to build automation and internal tooling that reduces repetitive work

Elevate the Customer Experience

- Build tight feedback loops between customers and Product

- Influence roadmap decisions based on recurring issues and usage patterns

- Collaborate with Documentation and Developer Experience teams to improve onboarding and self-serve pathways

- Partner with Sales and Delivery on high-priority accounts and escalations

- Drive initiatives that proactively reduce support volume through product quality and education

Raise the Technical Bar

- Ensure the support organization develops deep product expertise

- Build structured training programs to create authoritative technical advisors

- Lead post-mortems and embed learnings into product and support systems

Required 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

Preferred Requirements

• Experience supporting developer-facing or highly technical products
• Experience designing scalable self-serve support models
• Background in support operations, quality management, or process engineering
• Comfort building systems from scratch in ambiguous, high-growth environments

Mechanical Orchard is a remote-first company, with employees working across time zones and locations. This role does not have a requirement for in-office attendance, but is expected to work hours that maximize collaboration with their team (specifics can be discussed during the interview process). There will be travel to company and team meetings, as well as customer visits (1-2 times per quarter, up to ~20% of the time).

We look forward to reviewing your application. Thanks!