We’re hiring a Head of Product Support to build, scale, and lead a world-class Product Support organization
This is a strategic leadership role responsible for the full support experience across our product offering. You will define our support vision, build the systems and teams that deliver it, and partner closely with Product, Engineering, Delivery, and Sales to ensure customers experience Mechanical Orchard as reliable, responsive, and deeply technical
You will operate at the intersection of customer experience, product excellence, and operational rigor — shaping how customers interact with our technology and influencing what we build next
This role may be hired at the Senior Manager or Director level, depending on the candidate’s experience, leadership scope, and demonstrated ability to operate at scale. We are open to calibrating title and level for the right person
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
Represent Product Support at the leadership level and drive cross-functional initiatives
Establish a culture that is customer-obsessed, data-driven, and technically rigorous
Design scalable support workflows, escalation paths, and quality standards
Define and manage SLAs/SLOs aligned with customer and partner expectations
Select and implement support tooling (ticketing, knowledge base, monitoring, automation)
Own support analytics: volume, root causes, trends, friction points, and performance metrics
Partner with Engineering to build automation and internal tooling that reduces repetitive work
Build tight feedback loops between customers and Product
Influence roadmap decisions based on recurring issues and usage patterns
Collaborate with Documentation and Developer Experience teams to improve onboarding and self-serve pathways
Partner with Sales and Delivery on high-priority accounts and escalations
Drive initiatives that proactively reduce support volume through product quality and education
Ensure the support organization develops deep product expertise
Build structured training programs to create authoritative technical advisors
Lead post-mortems and embed learnings into product and support systems