Customer Support Programs & Supportability Lead
Horizon3 · Remote · US, Remote ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Lead level role
- Cybersecurity SaaS
- Hybrid or Remote
- Equity package included
- 10+ years experience
You will lead high-impact support initiatives, focusing on process optimization, automation, and service enablement for the NodeZero cybersecurity platform. Acting as the primary link between Support, Product Management, and Engineering, you will define supportability standards and ensure products are designed for efficient troubleshooting and maintenance.
What you'll do
- Lead strategy for support process optimization, tools, and automation
- Implement proactive support, AI-driven deflection, and diagnostic workflows
- Own support metrics, KPIs, and business analytics dashboards
- Define and enforce supportability standards for new and existing products
- Conduct supportability reviews during product design and launch phases
- Collaborate with Engineering on observability, logging, and self-service APIs
- Drive root cause analysis and advocate for permanent product fixes
- Influence product roadmap to prioritize features that reduce support load
What you'll need
- 10+ years in enterprise technology customer support or supportability roles
- Experience with SaaS, cloud infrastructure, or complex B2B software
- Proven success in owning support tools, automation, and analytics at scale
- Strong partnership experience with Product Management and Engineering
- Deep expertise with Salesforce Service Cloud and Jira
- Familiarity with Zendesk, Tableau, Looker, Power BI, or SQL
- Bachelor’s degree in Business, Computer Science, Engineering, or related field
Nice to have
- Advanced degree or certifications such as ITIL, HDI, or PMP
- Experience with modern automation and AI technologies
Stack
- Salesforce Service Cloud
- Jira
- Zendesk
- Tableau
- Looker
- Power BI
- SQL
How you'll work
- Remote or hybrid work model available
- Some roles may require presence at Chicago office
- Location and qualifications determine exact setup
What you get
- Base salary range $126,000 - $140,000 annually
- Equity package in the form of stock options
- Health, vision, and dental insurance for family
- Flexible vacation policy
- Generous parental leave