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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in scaling technical support organizations and managing professional services and presales engineering functions. Proficient in designing operational models, resource allocation, and implementing support tooling and automation for enhanced service delivery.
Highest-signal resume keywords
Technical Support Organization ScalingProfessional Services ManagementPresales Engineering EffectivenessSupport Tooling ImplementationAI-Assisted Ticket Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Headcount PlanningCost Per Ticket ManagementUtilization MetricsDeflection StrategiesNetworking Domain KnowledgeRoutingVPNFirewallingOpen-Source Software SupportCertification-Linked Career Progression
Soft Skills
LeadershipTeam BuildingCross-Functional CollaborationCommunication
Tools & Technologies
Ticketing SystemsKnowledge Management ToolsCustomer PortalsSupport Automation Tools
Industry Keywords
B2B Technical ServicesInfrastructure ProductsNetworking ProductsTechnical Talent Pool Management
About the role
Key responsibilities & impact- Lead and scale a unified services organization covering technical support, professional services, and presales engineering
- Lead through existing team managers for support operations and presales
- Design and build organizational structures, tooling, and hiring plans for significant growth
- Own the shared technical talent pool from L1 support engineer through senior services and presales engineers
- Allocate capacity across support, billable professional services, and revenue-generating presales work
- Design and execute a support operating model for thousands of customers
- Build tiered support models with ownership boundaries, escalation paths, and handoff criteria
- Drive ticket deflection through knowledge bases, technical content, documentation feedback loops, self-service, and community channels
- Deploy and own support tooling, automation, and AI-assisted tier-1 resolution
- Own SLA design and delivery
- Own professional services scoping, staffing, and delivery quality
- Own presales engineering effectiveness, including POC support, demos, technical validation, and RFP responses
- Define resource allocation rules across competing demand streams
- Develop services packaging and pricing with the CRO
- Own the unified career ladder and certification milestones
- Build hiring plans and coverage models for follow-the-sun operations across regions
- Define metrics across support, professional services, and presales
- Turn support and services data into product signals for engineering priorities
- Work with sales, customer success, and engineering leadership on escalated accounts, at-risk renewals, and services-driven expansion
Requirements
What you’ll need- Scaled a technical support organization at a technology company from hundreds to thousands of customers
- Managed managers and built team structure 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, and customer portals
- Managed a shared technical talent pool serving contractual obligations and billable or revenue-generating work
- Deep familiarity with B2B technical services for infrastructure or networking products
- Experience leading professional services or presales engineering as formal functions, including packaging, pricing, and margin ownership is a strong plus
- Experience supporting open-source software commercially is a strong plus
- Networking domain knowledge, including routing, VPN, and firewalling, or experience with a network OS vendor or adjacent infrastructure product is a strong plus
- Experience building certification-linked career progression for technical teams is a strong plus
- Hands-on experience deploying AI agents or automation for tier-1 ticket resolution is a strong plus
Benefits
Comp & perks- Employee position
- Remote work arrangement
- Opportunity to lead and scale a global services organization
- Work with an enterprise-grade open source networking platform
- Collaboration with sales, customer success, and engineering leadership
- Work on mission-critical networking solutions for enterprises, service providers, and governments worldwide