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. Straightforward, 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 aler

📌 Head of Technical Support (Sahibzada Ajit Singh Nagar)
🏢 Reach
📍 Sahibzada Ajit Singh Nagar