The Role

We 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. Youll 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.

What You’ll Do

- Own incident management end-to-end — triage, resolution, SLA adherence, and post-mortem quality

across every brand on the platform

- Run the war room for P1s and major incidents; be the calm when everything else isn’t
- Partner with Customer Success and Brand Ops on incident reviews — close tickets, prevent recurrence
- Define and own team KPIs: MTTR, SLA breach rate, repeat incident rate, escalation volume
- Build and scale the L2 TS team — hiring, coaching, and holding the bar on quality
- Drive Change Management with L3 and Engineering so fixes actually ship and stay shipped
- Turn field issues into structured, prioritized feedback for Product and Engineering — signal, not noise
- Represent Technical Support in brand service review meetings — bring data, not just status updates
- Work closely with junior TS members on complex incidents — mentor as you go, not after the fact
- Use 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 complex

What You Bring

- 15+ years in technical support or operations, with at least 5 years leading a team
- Telecom operations experience — BSS/OSS or MVNO/MVNE background is a strong plus
- Deep understanding of ITIL — not just the cert, but the practice
- SQL fluency (DDL/DML)



— you pull your own data when you need answers
- Scripting and automation experience — Python, Bash, or PowerShell
- Comfort with Linux/Windows/Mac OS in a live operations environment
- Experience with ITSM tooling and incident management platforms
- Hands-on experience with AI tools — for diagnostics, knowledge base generation, or support automation;

curiosity about where AI can take the function next

- Robust documentation instincts — you believe in writing things down and making knowledge transferable

Who You Are

- Calm under fire — incidents don’t rattle you, they focus you
- Process-minded — you know the fix matters, but so does making sure it doesn’t happen again
- Direct — you say what’s broken, including the process, and you fix it
- Persistent — roadblocks redirect you, they don’t stop you
- Clear communicator — written and spoken English at a professional level; you work cross-functionally

every day

- Analytically driven — you turn incident patterns into insights, not just reports
- AI-minded — you see AI as a multiplier for your team, not a threat to it; you experiment, you implement,

you measure

- Night-shift ready — comfortable owning the operations window that keeps US brands running

Qualifications

- Bachelor’s in Computer Science, Computer Engineering, or equivalent
- Telecom experience is highly preferred.
- Previous experience in handling tech support or L2 vertical.
- Past experience working with SaaS companies and handling clients, especially their L1 / Customer Support

teams

- Fluent English — written and verbal; this is a cross-functional, customer-facing role

Why Reach

- Own the support function of a platform rewriting how telecom services get built and operated
- Work with the Founding team — high trust, low bureaucracy, real impact
- Competitive compensation and the chance to build something you’re proud o

📌 Head - Technical Support (Karnataka)
🏢 Reach
📍 Karnataka