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 / VSaa

S 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