Head of Global Support

About this role

About VyOS Networks VyOS Networks is the company behind VyOS, the enterprise-grade open source networking platform for bare metal, cloud, and edge. VyOS powers mission-critical connectivity for enterprises, service providers, and governments worldwide, and is available across AWS, Azure, Google Cloud, and other cloud platforms. Our mission is to return full control and ownership of network infrastructure to our users. Job description We have a capable support team today. It handles escalations, meets SLAs, and delivers quality answers. What it is not built for is serving thousands of subscription customers. We are hiring someone who has already made that transition at another technology company and knows how to do it here. This is not a role for someone who wants to learn how to scale support. It is a role for someone who has done it, hit the predictable walls (tooling that collapses under volume, tier-1 burnout, knowledge trapped in senior engineers' heads, SLA models that don't survive 10x growth, hiring pipelines that can't keep pace), and knows which problems to solve before they appear. You will own the support function end to end: strategy, structure, tooling, hiring, metrics, and economics. You will inherit a working team and transform it into a scalable operation. What you will do Design and execute the plan to scale support from hundreds to thousands of customers without degrading response quality or blowing up cost per customer Build a tiered support model with clear ownership boundaries, escalation paths, and handoff criteria between tiers Drive ticket deflection: knowledge base, documentation feedback loops into engineering, self-service, and community channels Deploy and own support tooling, including automation and AI-assisted resolution for tier-1 volume. Our support stack runs on Jira Service Management, and you will own its configuration, workflows, SLAs, and portal Define the metrics that matter (time to resolution, first-contact resolution, deflection rate, CSAT, cost per ticket) and run the function on them Build the hiring plan and career paths needed for follow-the-sun coverage across regions Turn support data into product signal: recurring issues feed engineering priorities, not just ticket queues Own SLA design and delivery for customers with different contractual commitments Turn support interactions into market and customer insight: use AI-assisted analysis of tickets, escalations, and product usage patterns to surface trends in customer needs, competitive pressure, and expansion opportunity, and share these systematically with product, marketing, and sales Manage an AI-assisted lead generation motion out of support: identify and qualify signals in support conversations that indicate a need for professional services (implementation help, custom integrations, training, advanced configuration), and route them into a repeatable pipeline that grows the professional services revenue stream Work directly with sales, customer success, and engineering leadership on renewals at risk, escalated accounts, and support-driven expansion Mandatory requirements We will not consider candidates without these. You have scaled a technical support organization at a technology company from hundreds to thousands of customers, and you can walk us through exactly what you changed, what broke, and what you would do differently You have managed managers, not just individual contributors, and built team structure across time zones You have owned support economics: headcount planning, cost per ticket, and the deflection and automation work that keeps costs sub-linear to customer growth You have implemented or replaced support tooling at scale (ticketing, knowledge management, customer portals) and lived with the consequences. Working knowledge of Jira Service Management (queues, SLAs, automation rules, customer portal) or the demonstrated ability to master it fast Deep familiarity with B2B technical support for infrastructure or

Skills and categories