Delivery & Support Lead

About the Role

You’ll lead a geographically distributed team responsible for the full technical lifecycle of every customer - from delivery (installations, PoCs, demos, and Labs) through ongoing Tier 2 and Tier 3 support. Day to day, you’ll be working closely with CSM’s and Project Manager to balance the team’s workload across active field deployments and 24/7 support coverage, while steadily raising the bar on how the team works.

What You’ll Do

• Own the customer lifecycle. Lead the technical journey from deal close through long-term support, keeping delivery and support coverage in balance.
• Build the team. Mentor and align engineers across regions and time zones, level them up on every new release, and grow their confidence both on-site and on-call.
• Create the playbooks. Develop deployment guides, troubleshooting runbooks, and structured lessons-learned loops so the team operates from shared methodology rather than improvisation.
• Technical Leader - Act as the technical and situational lead for critical global incidents and complex deployment architecture decisions.
• Design and manage deployment solutions- follow-the-sun and on-call rotations, and hold the team to clear SLA targets for First Response Time and Time to Resolution.
• Stay hands-on in the field. Take part in physical deployments - racking, cabling, power, and networking setup - and install and configure Ubuntu/Linux environments integrated with the customer’s network.
• Close the loop. Bring field experience back to Product and Engineering as continuous feedback on performance and usability.

What You Bring

• Leadership. 2+ years leading technical teams (T2/T3 support, FAE, TAM, or a similar role), with a real talent for mentoring people.
• Field experience. 4+ years in technical support, pre-sales, or field engineering, working directly with international B2B customers.
• Linux depth. Expert, hands-on experience with Linux/Ubuntu and the CLI.
• Multidicipline System Understanding - Cross-troubleshooting skills from H/W level through OS, Networking, and deep Applications debug.
• A builder’s hands. Genuine motivation to do the physical infrastructure work - wiring, power, mechanical assembly - alongside your team on-site.
• Mobility. Readiness for a role with roughly 30% field work (local/international)
• English. Full professional proficiency, written and verbal.

Nice to Have

• Background in aviation security, screening technologies (X-ray and CT), or the Homeland Security sector.
• Proficiency in a second foreign language.