Technical Customer Support

Senior Technical Customer Support Lead
Dallas, TX | Onsite, 5 Days/Week


Own the support function. Shape the product. Be the reason customers stay.


We're a fast-growing AI-powered Video Surveillance as a Service (VSaaS) company - and we're looking for a senior support leader who doesn't just manage tickets, but builds a function that makes customers stay, expand, and evangelize. If you've led support for a SaaS platform, thrive in high-growth environments, and know how to turn customer pain into product insight - keep reading.


THE QUICK FACTS
- Location: Downtown Dallas, TX
- Work Style: Onsite, 5 days/week
- Experience: 7-10+ years
- Industry: SaaS / AI / VSaaS


WHAT YOU'LL OWN


The whole support function. End-to-end - from ticket intake and triage to escalation management, root cause analysis, and long-term issue prevention.


Enterprise-grade SLAs and standards. Define escalation paths, set the bar for quality, and ensure support scales as we grow.


Cross-functional influence. Partner with Product, Development, Cloud Ops, Customer Success, and Partners to drive permanent fixes - not just workarounds.


Team building. Hire, develop, and lead a high-performing support team. Define career paths. Build a culture of ownership and accountability.


Metrics and insight. Track CSAT, response time, resolution time, and backlog health - then turn that data into better outcomes for customers and the product roadmap.


WHO YOU ARE


- 7-10+ years leading customer support for SaaS platforms - ideally with enterprise and mid-market customers
- You've managed high-stakes escalations in production environments and know how to stay calm, clear, and constructive
- You've built or scaled support teams and processes - not just managed existing ones
- Comfortable working with globally distributed teams (we have development and ops teams across the US and India)
- Bonus: experience with VSaaS, video platforms, cloud-native architectures, AI/ML products, or channel/partner support


WHY THIS ROLE IS DIFFERENT


This isn't a seat-warmer role. You'll be the most senior support person in the company, with direct influence on product direction, partner relationships, and customer retention. You'll work side-by-side with the people who build the platform - and when you surface a critical insight, it gets acted on. If you want ownership, visibility, and the chance to build something from the ground up, this is it.


WHAT WE OFFER


- Competitive compensation and benefits
- High-visibility leadership role with real cross-company influence
- Collaborative, fast-moving startup environment
- Direct impact on customer satisfaction, retention, and product quality
- Onsite Dallas location - close collaboration with the full team


Specialization :

• Customer Support / Call Center / Client