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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10105282
- Position Id: 872327
- Posted 1 day ago
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