Senior Technical Customer Support Lead

Join a fast-growing SaaS company as a Senior Technical Customer Support Lead in a fully onsite role located in downtown Dallas, working five days a week. This organization is building a modern, AI-powered Video Surveillance as a Service (VSaaS) platform that leverages existing infrastructure to deliver real-time business intelligence through edge computing, cloud services, and AI models. You'll own, scale, and elevate the global customer support function, delivering an exceptional, enterprise-grade support experience across the customer and partner base while building the people, processes, and tooling needed to scale. This role combines strategic leadership with hands-on technical involvement, leading day-to-day support operations, managing customer escalations, and collaborating deeply across Product, Development, Cloud Operations, Sales, and Partners. With development and operations teams distributed across the US and India, you'll need strong communication, prioritization, and operational discipline to ensure customer issues are resolved quickly and permanently.

This is an exceptional opportunity to own and shape customer support at a high-growth SaaS company where support plays a mission-critical role in retention, expansion, and brand trust. As the senior support leader, you'll have complete ownership of the global customer support function with autonomy to build teams, define processes, and establish standards that scale with company growth. The role offers significant strategic influence, partnering directly with Product and Development to drive issue resolution, identify systemic problems, and influence roadmap priorities based on customer impact. You'll work with cutting-edge AI and video analytics technology in the VSaaS space, gaining exposure to edge computing, cloud-native architectures, and machine learning applications. The fast-moving startup environment provides high visibility across the organization with direct impact on customer satisfaction, product quality, and business success. Unlike traditional support roles buried in large organizations, you'll have executive-level exposure and cross-functional influence spanning Product, Engineering, Sales, Customer Success, and Partners. The fully onsite downtown Dallas location enables close collaboration and rapid problem-solving with team members. With competitive compensation and the opportunity to build a support organization from the ground up, this role offers both immediate leadership responsibility and long-term career growth as the company scales.

Required Skills & Experience

• 7 to 10+ years of experience leading customer support for SaaS platforms
• Proven experience supporting enterprise and mid-market customers
• Strong background managing escalations in customer-facing production environments
• Experience working cross-functionally with Product, Development, and Operations teams
• Demonstrated ability to build and scale support teams and processes
• Strong analytical skills with experience using support metrics to drive improvement
• Excellent written and verbal communication skills
• Experience working with globally distributed teams including offshore development staff
• Hands-on technical involvement including troubleshooting of logs, platform behavior, integrations, and cloud-based systems
• Ability to work onsite in downtown Dallas five days per week
• Strong leadership and team development capabilities
• Experience defining SLAs, escalation paths, and service standards

Desired Skills & Experience

• Experience supporting VSaaS, video platforms, or data-intensive SaaS products
• Familiarity with cloud-native architectures and operational concepts
• Experience supporting customers through installs, deployments, or onboarding lifecycles
• Light hardware-related support experience
• Exposure to enterprise security, compliance, or regulated environments
• Prior startup or high-growth company experience
• Experience supporting AI/ML-powered products
• Partner or channel support experience
• Familiarity with support platforms such as Zendesk, Jira Service Management, or ServiceNow
• Experience building tiered support models and on-call rotations
• Background in Customer Success or Professional Services
• Experience with edge computing or IoT platforms
• Knowledge of video analytics and surveillance systems
• Understanding of networking concepts and troubleshooting

What You Will Be Doing

Tech Breakdown

• 40% Support Operations and Execution (ticket management, escalations, issue resolution)
• 30% Strategic Leadership and Team Management (building teams, defining processes, metrics)
• 20% Cross-Functional Collaboration (Product, Development, Cloud Ops, Sales, Partners)
• 10% Documentation and Enablement (knowledge management, training, process improvement)

Daily Responsibilities

• 45% Hands-On Support Leadership (managing escalations, troubleshooting, coordinating resolutions)
• 35% Team and Operations Management (leading team, optimizing workflows, tracking metrics)
• 20% Strategic Collaboration (partnering with Product, Development, working with stakeholders)