Why this role exists

The Support Center is the front door to our customers. This is the place where urgency, clarity, and trust are won or lost in real time.

Today, our Support Center is a capable, globally distributed team handling a wide range of technical and operational requests. Tomorrow, it needs to become a high-performance, intelligence-driven engine that resolves more, escalates less, and actively improves the systems around it.

This hybrid role is based in Waterloo, Canada.

What you’ll own

You will have end-to-end ownership of the global Support Center function, including:

Global operations leadership

• Lead a distributed team across Canada, Ireland, and India
• Ensure 24x7 coverage, workload balance, and SLA adherence
• Drive consistency in performance, process, and customer experience across regions

Frontline excellence

• Evolve the Support Center from a triage center to a meaningful resolution engine
• Reduce dependency on escalations to Technology Services and Engineering
• Improve first-contact resolution and time-to-resolution

Institutionalize a performance culture

• Define what “great” looks like and enforce it
• Build rigorous QA systems (case audits, call reviews, knowledge adherence)
• Hold the line on standards while developing top talent

Escalation & cross-functional alignment

• Own escalation pathways across Support Center, Technical Services, Engineering, and vendors
• Eliminate ambiguity in “who owns what”
• Drive tighter feedback loops from ServiceNow/JIRA, incidents, and customer issues into product and engineering improvements

Tooling & automation strategy

• Lead the expansion of monitoring capabilities from network-focused health checks to comprehensive signal source monitoring across all MDR services
• Drive adoption of AI and automation to reduce manual work and improve response times

Knowledge & capability development

• Build a structured knowledge system that enables analysts to solve more independently as the product portfolio expands
• Rapidly expand Support Center capability in network sensors, endpoint, and platform troubleshooting to support new product introductions
• Champion a culture of continuous learning and formalize training, shadowing, and certification paths that enable the team to quickly adopt and support new products and services

Organizational design

• Evolve the A1 / A2 model into a clearly differentiated, scalable tiering system
• Define career paths, skill expectations, and progression criteria
• Align Support Center and Technical Services for maximum efficiency

What success looks like (first 90 days)

30 Days — Understand & Stabilize

• Build a clear view of ticket flows, escalation patterns, and workload distribution
• Identify top drivers of volume, delays, and escalations
• Establish credibility with regional leaders and cross-functional partners
• Begin tightening operational hygiene (ticket quality, SLA adherence, queue discipline)

60 Days — Drive Focus & Accountability

• Implement consistent KPIs across regions (FCR, MTTR, escalation rate, backlog health)
• Introduce structured QA and case review processes
• Identify and begin executing on 2–3 high-impact improvements (e.g., alert noise reduction, escalation clarity)
• Clarify roles between Support Center and Technical Services

90 Days — Transform & Scale

• Deliver measurable reduction in escalation volume and resolution time
• Launch initial automation / AI-driven improvements
• Roll out a clear tiering and capability roadmap for A1/A2 evolution
• Establish Support Center as a proactive contributor to product and service improvement

What we’re looking for (A-Player profile)

• Proven experience leading global technical support or MDR/SOC environments
• Deep understanding of incident-driven, high-urgency customer operations
• Track record of reducing escalation dependency through frontline enablement
• Strong systems thinker — able to connect tooling, process, and people into a cohesive operation
• Experience working cross-functionally with Engineering, Product, and Customer Success
• Comfort with ambiguity and a bias toward action — you build structure where it doesn’t exist
• Experience leveraging automation and AI to improve support operations is a major plus