Head of Technical Support

About ReachReach is a global SaaS platform that lets any brand, ISP, fintech, or retailer launch and scale mobile, broadband, and IoT services in weeks, not years. Simple, transparent, and human — everything big telco wasn't.🌐 reachplatform.comLocation: MohaliThe RoleWe need a Head of Technical Support who has run operations under pressure — someone who owns the incident lifecycle, drives SLA discipline, and builds a team that brands trust when things go wrong. You'll work directly with Engineering, Customer Success, and Brand Ops to keep Reach's platform reliable at scale. This role supports US operations, so expect to work night hours — with flexibility built in, but no illusions about what the job requires.Hard requirement — MNO / telecom domain knowledge. This role requires hands-on experience operating inside a mobile network operator (MNO), MVNE, or MVNO environment — BSS/OSS included. Telecom domain fluency is a screen, not a nice-tohave; candidates without it won’t be a fit.What You'll DoOwn incident management end-to-end — triage, resolution, SLA adherence, and post-mortem quality across every brand on the platformRun the war room for P1s and major incidents; be the calm when everything else isn'tPartner with Customer Success and Brand Ops on incident reviews — close tickets, prevent recurrenceDefine and own team KPIs: MTTR, SLA breach rate, repeat incident rate, escalation volumeBuild and scale the L2 TS team — hiring, coaching, and holding the bar on qualityDrive Change Management with L3 and Engineering so fixes actually ship and stay shippedTurn field issues into structured, prioritized feedback for Product and Engineering — signal, not noiseRepresent Technical Support in brand service review meetings — bring data, not just status updatesWork closely with junior TS members on complex incidents — mentor as you go, not after the factUse AI tools to reduce MTTR — automated triage, anomaly detection, intelligent alert routing; build toward a support function where AI handles the repetitive and humans handle the complexWhat You Bring15+ years in technical support or operations, with at least 5 years leading a teamTelecom operations experience — BSS/OSS or MVNO/MVNE background is aDeep understanding of ITIL — not just the cert, but the practiceSQL fluency (DDL/DML) — you pull your own data when you need answersScripting and automation experience — Python, Bash, or PowerShellComfort with Linux/Windows/Mac OS in a live operations environmentExperience with ITSM tooling and incident management platformsHands-on experience with AI tools — for diagnostics, knowledge base generation, or support automationStrong documentation instincts — you believe in writing things down and making knowledge transferableWho You AreCalm under fire — incidents don't rattle you, they focus youProcess-minded — you know the fix matters, but so does making sure it doesn't happen againDirect — you say what's broken, including the process, and you fix itPersistent — roadblocks redirect you, they don't stop youClear communicator — written and spoken English at a professional levelAnalytically driven — you turn incident patterns into insights, not just reportsAI-minded — you see AI as a multiplier for your team, not a threat to itNight-shift ready — comfortable owning the operations window that keeps US brands runningQualificationsBachelor's in Computer Science, Computer Engineering, or equivalentTelecom experience is highly preferredPrevious experience in L2/Technical Support leadershipPast experience with SaaS companies and client-facing support operationsFluent English — written and verbalWhy ReachOwn the support function of a platform rewriting how telecom services get built and operatedWork with the Founding team — high trust, low bureaucracy, real impactCompetitive compensation and the chance to build something you're proud of