1 день назад
Head of Global Services (Networking)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Head of Global Services (Networking): Scaling technical support, professional services, and presales engineering for an enterprise open-source networking platform with an accent on support operating models, shared technical talent allocation, and services economics. Focus on designing tiered support, deploying tooling and AI-assisted resolution, managing SLAs, and balancing contractual, billable, and revenue-generating work across regions.
Location: Cyprus (Remote)
Company
develops VyOS, an enterprise-grade open-source networking platform for bare metal, cloud, and edge environments.
What you will do
- Lead and scale a unified organization covering technical support, professional services, and presales engineering.
- Design a tiered support operating model for thousands of customers, including escalation paths, handoffs, SLAs, self-service, and ticket deflection.
- Deploy and manage support tooling, knowledge management, customer portals, automation, and AI-assisted tier-1 resolution.
- Own professional services delivery, presales engineering effectiveness, service packaging, pricing, staffing, and delivery quality.
- Allocate a shared technical talent pool across support obligations, billable engagements, and presales demand.
- Build the career ladder, hiring plan, regional coverage model, and performance metrics across all three functions.
Requirements
- Scaled a technical support organization at a technology company from hundreds to thousands of customers.
- Managed managers and built team structures across time zones.
- Owned services economics, including headcount planning, cost per ticket, utilization, deflection, and automation.
- Implemented or replaced support tooling at scale, including ticketing, knowledge management, or customer portals.
- Managed a shared technical talent pool serving contractual, billable, and revenue-generating work.
- Deep familiarity with B2B technical services for infrastructure or networking products.
Nice to have
- Professional services or presales engineering leadership, including packaging, pricing, and margin ownership.
- Commercial open-source software experience.
- Networking knowledge covering routing, VPN, or firewalling, or experience with a network OS vendor.
- Certification-linked career progression experience.
- Hands-on experience deploying AI agents or automation for tier-1 ticket resolution.
Culture & Benefits
- Work on an enterprise open-source networking platform used by enterprises, service providers, and governments.
- Values include respect, responsibility, continuous improvement, and contentment.
- Focus on open collaboration, innovation, secure connectivity, and solving real-world networking problems.
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