Head of Technical Support

About Port

The developer experience, developer productivity, and driving software quality are on top of every engineering leader’s mind. At Port, we help engineering organizations excel through our open internal developer portal, which is owned by platform engineering teams and built for developers. Port consolidates everything developers need to know and execute to deliver software autonomously and to comply with organizational standards. Managers use Port to understand engineering metrics and improve them. We’re growing rapidly, fueled by the industry’s leading product and by the constant innovation of our customers, big and small, who use our product to change how developers work.

Why we’re looking for you

Port is looking for a dynamic and experienced Head of Support to lead our customer support initiatives with a strategic and proactive mindset. In this critical role, you'll be responsible for ensuring our customers maximize the value of our Internal Developer Portal to meet their business goals.

We're seeking someone with a perfect balance of technical expertise, exceptional customer-facing skills, and an operational mindset, capable of leading and mentoring a team that guides customers from onboarding to adoption, ensuring satisfaction at every step. You will also be instrumental in identifying and seizing opportunities for support process improvements and expansion, ultimately contributing to our customers’ success and long-term partnership with Port.

You’ll Spend Your Time:

• Devising a high-impact operating strategy and vision: You'll set the strategy and vision for the User Support team to ensure the team can deliver effectively against the company and team objectives, vision and priorities.
• Streamlined Service Reporting: You’ll work with the VP of technical Success to deliver a comprehensive and combined approach to service management to meet the standards and requirements agreed with our valued customers.
• Maintaining top customer experience by orchestration team work, priorities, and focus.
• Driving Cross-Functional Improvements: You’ll identify company-level gaps and product improvement opportunities from support chats and feed them into the company strategy and operational plans.
• Effective project management: You’ll manage high-impact and high-importance user support projects that are a strategic priority for the business.
• High-performing User Support team: You’ll manage the team, ensuring they are developing professionally and feel valued and are high performing, training them to be experts in the delivery of user support, continually upskilling on industry best practices, and implementing innovative ways to deliver support.
• Strong stakeholder management: You’ll maintain strong relationships with our General Managers and other functional leads across Product, Engineering, and Customer Success so that the user support team can deliver against its strategy and vision.
• Delivering robust tooling: You’ll oversee the implementation, improvements and administration of User Support tools to enhance the delivery of support.
• Proving a clear point for escalations: You’ll own user support escalations, particularly those that might be sensitive or difficult to navigate.
• Mentor the support leaders and develop their skills and growth.

What You’ll Need

• 7 years of leadership experience in technical support, customer success, or a related field, with 3 years in a global senior leadership role (leading other leaders).
• Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company. Experience with integrating with customer-managed products is a plus.
• Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.).
• Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus.

We’d Be Lucky If You

• Have a developer background or coding experience and can contribute to our open source tooling, script a solution with Port APIs and more..
• Bring prior experience in a direct or matrixed role leading technical and non-technical transformation project teams, with a proven ability to work across diverse functional teams.
• Hold a Bachelor’s Degree in science, technology, engineering, math, or business, or possess equivalent experience.
• Have technical certifications like K8s, DevOps, Hashi, AWS, Linux Foundation, Cloud Native Computing Foundation (CNCF)
• Exceptional leadership, communication, and organizational skills.
• Strong problem-solving and decision-making abilities with a customer-first mindset.
• Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira).
• Ability to work effectively in a fast-paced, high-growth environment.

Join Us:

At Port, you'll play a crucial role in our customers' success, contributing to a team that's passionate about technology, growth, and delivering value - and help to shape and position Port as the thought leader of Platform Engineering.

If you're excited about combining technical depth with strategic account management to drive customer success, we'd love to have you on board.