Head of Global Services

About the role

We are hiring a Head of Global Services to lead and scale a unified services organization covering technical support, professional services, and presales engineering. The role will design structures, tooling, and hiring to support thousands of customers, overseeing a shared technical talent pool from L1 support to senior engineers.

Key responsibilities

• Design and execute a support operating model that scales to thousands of customers, building tiered support, ticket‑deflection mechanisms, and deploying automation and AI‑assisted tooling.
• Own professional services delivery (scoping, staffing, quality) and presales engineering effectiveness (POC support, demos, technical validation, RFP responses).
• Define resource‑allocation rules across support, billable services, and presales, and develop services packaging and pricing in partnership with the CRO.
• Build a unified career ladder, hiring plan for follow‑the‑sun coverage, and define metrics such as resolution times, CSAT, SLA compliance, utilization and margin.
• Turn support and services data into product signals and work with sales, customer success, and engineering leadership on escalated accounts and expansion opportunities.

Required profile

• Scaled a technical support organization from hundreds to thousands of customers, with concrete examples of changes and lessons learned.
• Managed managers across time zones and built team structures for support, professional services, and presales.
• Owned services economics including headcount planning, cost per ticket, utilization, and automation to keep support costs sub‑linear.
• Implemented or replaced support tooling at scale (ticketing, knowledge management, customer portals) and managed its consequences.
• Managed a shared technical talent pool serving both contractual obligations and revenue‑generating work, resolving contention.

Required skills

• Routing
• VPN
• Firewalling
• Network operating system (Network OS)
• AI‑assisted ticket automation