CA0238 - Product Support Head (Products/Platforms)

Job Overview:

As the Product Support Head, you will lead Cloudangles' customer success, technical support, and product reliability functions. You'll be responsible for ensuring that our enterprise clients experience exceptional uptime, issue resolution, and value realization from our DeepTech platforms.

This is a strategic leadership role that requires a deep understanding of SaaS support models, AI-driven platforms, and enterprise customer experience. You'll build and scale the support organization across L1–L3, define SLAs, and drive continuous improvement in customer satisfaction and platform stability.

Data & AI

• Dangles – our data engineering and observability platform that connects, cleans, and contextualizes, stores into data lake house all enterprise data.
• mlangles – our end-to-end Generative and Predictive AI platform that transforms data into actionable insights. The only Gen AI platform that can fine-tune, quantize, version the models and then build magnetic AI applications that can be integrated into your production processes.

Quantum

• Qangles – our quantum simulation and algorithm platform that bridges enterprise use cases with quantum hardware for applications in drug discovery, material science, financial modeling and Quantum Security.

Software and Quality Engineering Productivity

• Codebenders – an AI-driven Ambient Contextual Engineering (ACE) platform for code modernization, refactoring and new application build.
• TestingAIde – an Ambient Contextual Testing (ACT) platform that auto-generates strategies, test plans, and scripts across all aspect of application testing (like functional, performance, API, Security and Compliance, Cross Browser, Mobile, IVR etc.,).
• DataAIXpress – a seamless data migration and transformation accelerator that enables faster and secure modernization from one OLTP to another OLTP database.

Business Process Workflow

• SmartOfficeNxt – a no-code workflow and approval automation suite to streamline business operations across departments.

Cloud Cost Containment

• CloudOptiMax – a FinOps and sustainability platform designed to optimize multi-cloud costs while advancing your ESG goals.

Experience:

• 4 –7 years of experience in Product Support, Customer Success, or Technical Operations in SaaS or Enterprise Technology domains.
• Proven track record in building and leading support teams for AI, Cloud, products.
• Deep understanding of SaaS infrastructure, observability, and cloud-native environments (AWS/Azure/GCP).
• Experience managing enterprise SLAs and supporting mission-critical deployments.
• Excellent leadership, crisis management, and cross-functional collaboration skills.
• Strong analytical mindset and familiarity with support tools (Zendesk, Freshdesk, Jira, ServiceNow, etc.).
• Exposure to AI-assisted support, chatbots, or predictive support systems is a plus.
• Experience in customer lifecycle management, retention, and value realization strategies preferred.

Roles & Responsibilities:

• Lead the Product Support & Customer Success function across all Cloudangles products.
• Establish and manage multi-tier support processes (L1, L2, L3) ensuring rapid issue resolution.
• Design and enforce SLAs, escalation matrices, and root cause analysis (RCA) processes.
• Build a 24x7 support framework for enterprise clients across geographies.
• Partner with product and engineering teams to identify recurring issues, product gaps, and improvement opportunities.
• Implement AI-driven support automation and self-service knowledge bases.
• Define and track support KPIs – response time, resolution rate, CSAT, NPS, MTTR, and churn metrics.
• Mentor, hire, and grow a high-performing support and customer success team.
• Collaborate with Sales, Product, and Engineering to ensure alignment across customer lifecycles.
• Represent customer voice internally to drive roadmap and reliability decisions.

Customer Success–focused Responsibilities:

• Drive customer onboarding, adoption, and value realization to ensure successful deployment and ROI.
• Develop customer success playbooks and QBR frameworks to strengthen relationships, engagement, and retention.
• Act as a strategic advisor to customers, identifying expansion, upsell, and renewal opportunities to maximize lifetime value.