Mechanical Orchard - Head of Product Support

• Build tight feedback loops between customers and Product • Influence roadmap decisions based on recurring issues and usage patterns • Collaborate with Documentation and Developer Experience teams to improve onboarding and self-serve pathways • Partner with Sales and Delivery on high-priority accounts and escalations • Drive initiatives that proactively reduce support volume through product quality and education • Raise the Technical Bar • Ensure the support organization develops deep product expertise • Build structured training programs to create authoritative technical advisors • Lead post-mortems and embed learnings into product and support systems • 7+ years in Support, Technical Support, Developer Support, or Customer Experience roles, 3+ years leading teams • Experience building or scaling support functions in modern tech environments (SaaS, cloud, AI, developer tooling) • Strong technical fluency (APIs, debugging, cloud platforms, logs/metrics, dev workflows) • Proven ability to operate cross-functionally and influence product direction • Experience with modern support tooling and AI-enabled workflows • Experience supporting developer-facing or highly technical products • Experience designing scalable self-serve support models • Background in support operations, quality management, or process engineering • Comfort building systems from scratch in ambiguous, high-growth environments • Mechanical Orchard is a remote-first company, with employees working across time zones and locations. This role does not have a requirement for in-office attendance, but is expected to work hours that maximize collaboration with their team (specifics can be discussed during the interview process). There will be travel to company and team meetings, as well as customer visits (1-2 times per quarter, up to ~20% of the time).