About Reach

Reach 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.com Location: Mohali 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. 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 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

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 setting

Experience with ITSM tooling and incident management platforms

Hands-on experience with AI tools — for diagnostics, knowledge base generation, or support automation

Strong 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

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

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 L2/Technical Support leadership

Past experience with SaaS companies and client-facing support operations

Fluent English — written and verbal 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 of

📌 Head of Technical Support (India)
🏢 Reach
📍 India