Head of Global Support

About VyOS Networks

VyOS Networks is the company behind VyOS, the enterprise-grade open source networking platform for bare metal, cloud, and edge. VyOS powers mission-critical connectivity for enterprises, service providers, and governments worldwide, and is available across AWS, Azure, Google Cloud, and other cloud platforms. Our mission is to return full control and ownership of network infrastructure to our users.

Job description

We have a capable support team today. It handles escalations, meets SLAs, and delivers quality answers. What it is not built for is serving thousands of subscription customers. We are hiring someone who has already made that transition at another technology company and knows how to do it here.

This is not a role for someone who wants to learn how to scale support. It is a role for someone who has done it, hit the predictable walls (tooling that collapses under volume, tier-1 burnout, knowledge trapped in senior engineers' heads, SLA models that don't survive 10x growth, hiring pipelines that can't keep pace), and knows which problems to solve before they appear.

You will own the support function end to end: strategy, structure, tooling, hiring, metrics, and economics. You will inherit a working team and transform it into a scalable operation.

What you will do

• Design and execute the plan to scale support from hundreds to thousands of customers without degrading response quality or blowing up cost per customer
• Build a tiered support model with clear ownership boundaries, escalation paths, and handoff criteria between tiers
• Drive ticket deflection: knowledge base, documentation feedback loops into engineering, self-service, and community channels
• Deploy and own support tooling, including automation and AI-assisted resolution for tier-1 volume. Our support stack runs on Jira Service Management, and you will own its configuration, workflows, SLAs, and portal
• Define the metrics that matter (time to resolution, first-contact resolution, deflection rate, CSAT, cost per ticket) and run the function on them
• Build the hiring plan and career paths needed for follow-the-sun coverage across regions
• Turn support data into product signal: recurring issues feed engineering priorities, not just ticket queues
• Own SLA design and delivery for customers with different contractual commitments
• Turn support interactions into market and customer insight: use AI-assisted analysis of tickets, escalations, and product usage patterns to surface trends in customer needs, competitive pressure, and expansion opportunity, and share these systematically with product, marketing, and sales
• Manage an AI-assisted lead generation motion out of support: identify and qualify signals in support conversations that indicate a need for professional services (implementation help, custom integrations, training, advanced configuration), and route them into a repeatable pipeline that grows the professional services revenue stream
• Work directly with sales, customer success, and engineering leadership on renewals at risk, escalated accounts, and support-driven expansion
  

Mandatory requirements

We will not consider candidates without these.

• You have scaled a technical support organization at a technology company from hundreds to thousands of customers, and you can walk us through exactly what you changed, what broke, and what you would do differently
• You have managed managers, not just individual contributors, and built team structure across time zones
• You have owned support economics: headcount planning, cost per ticket, and the deflection and automation work that keeps costs sub-linear to customer growth
• You have implemented or replaced support tooling at scale (ticketing, knowledge management, customer portals) and lived with the consequences. Working knowledge of Jira Service Management (queues, SLAs, automation rules, customer portal) or the demonstrated ability to master it fast
• Deep familiarity with B2B technical support for infrastructure or networking products, where customers are engineers and wrong answers cause outages

Strong pluses

• Experience supporting open-source software commercially, where the line between community and paying customer matters
• Networking domain knowledge (routing, VPN, firewalling) or experience supporting a network OS, NOS vendor, or adjacent infrastructure product
• Hands-on experience deploying AI agents or automation for tier-1 ticket resolution
• Advanced Jira Service Management administration: workflow design, automation, asset/CMDB integration, and reporting across Jira and Confluence
• Experience supporting OEM and embedded customers with redistribution agreements

What we are not looking for

• Someone whose scaling experience is theoretical, secondhand, or limited to consumer support
• A pure people manager who delegates all technical and tooling decisions
• Someone who needs the playbook handed to them. You bring the playbook.

How we evaluate

The interview process centers on your track record. Expect to present a specific scaling case from your career: the starting state, the decisions you made, the mistakes, the metrics before and after. References will be checked against it.

Our Mission

Powering a connected world, engineering for the future.

We believe that the future of networking lies in open collaboration, continuous innovation, and delivering solutions that keep the world connected, efficiently and securely.

Our Core Values

Our values define who we are as a team and how we approach our work every day:

• Respect: We believe in fostering a respectful environment where we value each other's perspectives and contributions. We maintain a deep respect for our colleagues, our open-source community, and our clients, ensuring that all interactions are guided by understanding, professionalism, and empathy.

• Responsibility: Trust is the foundation of our success. We hold ourselves to the highest standards of honesty, dependability, and accountability. Whether delivering on a commitment to a client or collaborating with a team member, we take responsibility for our actions and their impact.

• Improvement: We are driven by a relentless desire to improve - ourselves, our products, and the world of networking. Continuous learning, innovation, and refining our processes are key to pushing the boundaries of what’s possible.

• Contentment: At VyOS Networks, we believe that work should inspire and fulfill. We create an environment where people are excited to collaborate, share ideas, and find joy in solving real-world problems. We aim to inspire others while finding inspiration in the work we do.
  

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