Job DescriptionAbout Reach
nReach 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.
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nLocation: Mohali
nThe Role
nWe 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.
nHard requirement — MNO / telecom domain knowledge. This role requires hands-on experience operating inside a mobile network operator (MNO), MVNE, or MVNO setting — BSS/OSS included. Telecom domain fluency is a screen, not a nice-tohave; candidates without it won't be a fit.
nWhat You'll Do
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- Own incident management end-to-end — triage, resolution,



SLA adherence, and post-mortem quality across every brand on the platformn
- Run the war room for P1s and major incidents; be the calm when everything else isn'tn
- Partner with Customer Success and Brand Ops on incident reviews — close tickets, prevent recurrencen
- Define and own team KPIs: MTTR, SLA breach rate, repeat incident rate, escalation volumen
- Build and scale the L2 TS team — hiring, coaching, and holding the bar on qualityn
- Drive Change Management with L3 and Engineering so fixes actually ship and stay shippedn
- Turn field issues into structured, prioritized feedback for Product and Engineering — signal, not noisen
- Represent Technical Support in brand service review meetings — bring data, not just status updatesn
- Work closely with junior TS members on complex incidents — mentor as you go, not after the factn
- Use AI tools to reduce MTTR — automated triage, ano

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