[Hiring] Head of Global Services @VyOS Inc

Role Description

We are hiring a Head of Global Services to lead and scale a unified services organization covering three functions: technical support, professional services, and presales engineering. You will lead through existing team managers for support operations and presales, while designing and building the structures, tooling, and hiring needed for the next order of magnitude. These functions share one technical talent pool and one career progression path; this role owns that pool end to end, from L1 support engineer to the senior engineers who deliver billable services and support the sales team.

You work on the system, not in it. Your managers run the day-to-day operation; your job is capacity allocation across the three demand streams, the operating model, the economics, and the growth of the team.

The anchor competency for this role is support scaling. We are looking for someone who has already scaled a technical support organization at a technology company to serve thousands of customers and knows the predictable failure points:

• 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

The right candidate solves these problems before they appear, not after. Around that anchor, this role owns the economics and delivery of professional services and the effectiveness of technical presales, balancing one team's capacity across contractual support obligations, billable engagements, and revenue-generating presales work.

Responsibilities

• Support at scale
  • Design and execute a support operating model that scales to thousands of customers without degrading response quality or growing cost linearly with customer count
  • Build a tiered support model with clear ownership boundaries, escalation paths, and handoff criteria between tiers
  • Drive ticket deflection: knowledge base, technical content, 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
  • Own SLA design and delivery for customers
• Professional services and presales
  • Own professional services delivery: scoping, staffing, and delivery quality
  • Own presales engineering effectiveness in partnership with sales leadership: POC support, demos, technical validation, and RFP responses
  • Define and enforce resource allocation rules across support, billable services, and presales demand competing for the same engineers
  • Develop services packaging and pricing in partnership with the CRO
• Organization and talent
  • Own the unified career ladder from L1 support through certification milestones to L3, professional services, and presales participation
  • Build the hiring plan and coverage model for follow-the-sun operations across regions
  • Define the metrics that matter across all three functions: resolution times, deflection rate, CSAT, SLA compliance, PS utilization and margin, presales win contribution
  • Turn support and services data into product signal: recurring issues feed engineering priorities, not just ticket queues
  • Work directly with sales, customer success, and engineering leadership on escalated accounts, renewals at risk, and services-driven expansion

Qualifications

• 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 services economics: headcount planning, cost per ticket, utilization, and the deflection and automation work that keeps support 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
• You have managed a shared technical talent pool serving both contractual obligations and billable or revenue-generating work, and you can explain how you resolved the contention
• Deep familiarity with B2B technical services for infrastructure or networking products, where customers are engineers and wrong answers cause outages

Requirements

• Experience leading professional services or presales engineering as formal functions, including packaging, pricing, and margin ownership
• Experience supporting open-source software commercially, where the line between community and paying customer matters
• Networking domain knowledge (routing, VPN, firewalling) or experience with a network OS vendor or adjacent infrastructure product
• Experience building certification-linked career progression for technical teams
• Hands-on experience deploying AI agents or automation for tier-1 ticket resolution

What we are not looking for

• Someone whose scaling experience is theoretical, secondhand, or limited to consumer support
• A generalist services executive who has administered these functions but never personally driven a support scaling transition
• A pure people manager who delegates all technical and tooling decisions
• Someone who needs the playbook handed to them. You bring the playbook.

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

• 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.