Job
Core
Lead and scale a distributed technical support function for an international SaaS platform, focusing on automation, AI integration, and operational efficiency.
Role type
Head of Technical Support (SaaS)
Builds
Automated support workflows, AI-driven deflection solutions, and optimized service delivery for global service businesses.
Domain
SaaS / Customer Support / AI Automation
Deliverable
production ML models | product features
Required skills
Team leadership, SLA/CSAT management, distributed team management, helpdesk platforms, support automation, AI/LLM implementation, BI/data analysis, bug triage
Preferred skills
SQL, Russian language proficiency
Technologies
Helpdesk platforms, BI tools, AI/LLM frameworks
Responsibilities
Own SLA, response and resolution times, CSAT and backlog; Optimize queues, shifts and resource allocation across multiple countries; Lead AI and automation initiatives across support workflows; Improve the first-line → second-line → engineering workflow; Partner with Product and Engineering to turn customer feedback into product improvements.
Seniority
Senior, hands-on IC with leadership scope
