🛠 Tech Stack

💼 About This Role

You'll lead and scale a multi-tiered Customer Support organization for a public safety tech company, ensuring fast, reliable support across customer environments. You'll own 24x7x365 support operations and drive continuous improvement using AI-enabled tools. This is a remote, mission-critical role with direct impact on public safety agencies.

🎯 What You'll Do

• Lead and scale multi-tiered Customer Support (Tier 1 & Tier 2).
• Oversee 24x7x365 support operations and escalations.
• Define and enforce SLAs and support standards.
• Partner with Engineering, Product, and Technical Services.
• Implement AI-enabled tools and workflow improvements.

📋 Requirements

• 6–10 years in Customer Support/Technical Support in SaaS.
• 2–5 years managing support teams (Tier 1/Tier 2).
• Experience with ticketing systems (Zendesk, Jira, etc.).
• Ability to pass FBI fingerprint and background checks.

✨ Nice to Have

• Experience with AI-enabled support tools.
• Familiarity with incident management frameworks.
• Comfortable with APIs and SaaS integrations.

🎁 Benefits & Perks

• 💰 Competitive salary $120K-$145K with bonus.
• 🏖️ Flexible Time Off.
• 🏥 Comprehensive benefits package.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Operational Interview· 60 min
4. 4Offer· 15 min