Head of Global Services

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, bill