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Head of Product Support
Mechanical OrchardLegacy Modernization company
United StatesDirector
Emergence Capital
Bloomberg Beta
Industry Ventures
Spider Capital
Cendana Capital
Webb Investment Network
Operations & Strategy
About the role
TL;DR
Lead and define the Product Support strategy for Mechanical Orchard.
- •We're hiring a Head of Product Support to build, scale, and lead a world-class Product Support organization.
- •Key Responsibilities 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 Design scalable support workflows, escalation paths, and quality standards Build tight feedback loops between customers and Product Ensure the support organization develops deep product expertise 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
Required skills
Customer ServiceCross-functional LeadershipTechnical LeadershipProduct ManagementAgile
Nice-to-have skills
A/B TestingProduct Analytics
Domain expertise
ai
Benefits & perks
Equity