Reach
Website:
reachplatform.com
Job details:
About Reach
Reach 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.
🌐 reachplatform.com
Location: Mohali
The Role
We 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.
Hard requirement — MNO / telecom domain knowledge. This role requires hands-on experience operating inside a mobile network operator (MNO), MVNE, or MVNO environment — BSS/OSS included. Telecom domain fluency is a screen, not a nice-tohave; candidates without it won’t be a fit.
What You'll Do
- Own incident management end-to-end — triage, resolution, SLA adherence, and post-mortem quality across every brand on the platform
- Run the war room for P1s and major incidents; be the calm when everything else isn't
- Partner with Customer Success and Brand Ops on incident reviews — close tickets, prevent recurrence
- Define and own team KPIs: MTTR, SLA breach rate, repeat incident rate, escalation volume
- Build and scale the L2 TS team — hiring, coaching, and holding the bar on quality
- Drive Change Management with L3 and Engineering so fixes actually ship and stay shipped
- Turn field issues into structured, prioritized feedback for Product and Engineering — signal, not noise
- Represent Technical Support in brand service review meetings — bring data, not just status updates
- Work closely with junior TS members on complex incidents — mentor as you go, not after the fact
- Use AI tools to reduce MTTR — automated triage, anomaly detection, intelligent alert routing; build toward a support function where AI handles the repetitive and humans handle the complex
What You Bring
- 15+ years in technical support or operations, with at least 5 years leading a team
- Telecom operations experience — BSS/OSS or MVNO/MVNE background is a
- Deep understanding of ITIL — not just the cert, but the practice
- SQL fluency (DDL/DML) — you pull your own data when you need answers
- Scripting and automation experience — Python, Bash, or PowerShell
- Comfort with Linux/Windows/Mac OS in a live operations environment
- Experience with ITSM tooling and incident management platforms
- Hands-on experience with AI tools — for diagnostics, knowledge base generation, or support automation
- Strong documentation instincts — you believe in writing things down and making knowledge transferable
Who You Are
- Calm under fire — incidents don't rattle you, they focus you
- Process-minded — you know the fix matters, but so does making sure it doesn't happen again
- Direct — you say what's broken, including the process, and you fix it
- Persistent — roadblocks redirect you, they don't stop you
- Clear communicator — written and spoken English at a professional level
- Analytically driven — you turn incident patterns into insights, not just reports
- AI-minded — you see AI as a multiplier for your team, not a threat to it
- Night-shift ready — comfortable owning the operations window that keeps US brands running
Qualifications
- Bachelor's in Computer Science, Computer Engineering, or equivalent
- Telecom experience is highly preferred
- Previous experience in L2/Technical Support leadership
- Past experience with SaaS companies and client-facing support operations
- Fluent English — written and verbal
Why Reach
- Own the support function of a platform rewriting how telecom services get built and operated
- Work with the Founding team — high trust, low bureaucracy, real impact
- Competitive compensation and the chance to build something you're proud of
Click on Apply to know more.