Customer Support Programs & Supportability Lead
Core
Own high-impact support programs, drive operational excellence, and embed supportability into the product lifecycle for a cybersecurity SaaS platform.
Role type
Senior Customer Support Programs & Supportability Lead
Builds
Autonomous pentesting platform (NodeZero) for IT Ops/SecOps, consulting pentesters, MSSPs, and MSPs
Domain
Cybersecurity / SaaS
Deliverable
dashboards & analysis
Required skills
Enterprise customer support strategy, support automation, product supportability, Salesforce Service Cloud, Jira, data analytics, cross-functional leadership
Preferred skills
ITIL, HDI, PMP, Tableau, Looker, Power BI, SQL, AI/automation technologies (via careerplan.io/jobs/4005b858-acae-4971-80c6-6d39c1dfc610-customer-support-programs-supportability-lead-at-horizon3ai)
Responsibilities
Lead support strategy and process optimization; define and enforce supportability standards with Engineering; establish support analytics frameworks and KPIs; influence product roadmap to reduce support load; drive root cause analysis and permanent fixes; manage budgeting and technology roadmap decisions.
Seniority
Senior, hands-on IC with strategic leadership
