Motion Recruitment Partners LLC
Senior Technical Customer Support Lead / Onsite / Downtown Dallas
Motion Recruitment Partners LLC, Dallas, Texas, United States, 75215
This is a senior, hands-on Customer Supportovanie role for a fast-growing Saas AND VSaas company headquartered in Downtown Dallas. You’ll own the global customer support function end-to-end, leading day-to-day operations, managing escalations, and scaling people, process, and tooling as the platform and customer base grow. This role is fully onsite and highly visible across Product, Engineering, Cloud Ops, and Customer Success.
This is not a “keep-the-lights-on” support role. You’ll be building and shaping a modern, enterprise-grade support organization from the ground up, with direct influence on product quality, roadmap decisions, and customer retention. Support is viewed as a strategic function here, not a cost center, and this role sits at the intersection of technology, customer experience, and leadership. You’ll work closely with distributed teams across the US and India in a fast moving, high growth environment where your impact is immediately visible.
Required Skills & Experience
7–10+ years leading customer support teams for SaaS platforms Experience supporting enterprise and mid-market customers in production environments Proven escalation management experience with executive-level stakeholders
Strong cross-functional experience working with Product, Engineering, and Operations
Demonstrated ability to build, scale, and mature support teams and processes
Experience defining SLAs, escalation models, and tiered support structures
Strong analytical and reporting skills using support metrics
Excellent written and verbal communication skills
Experience working with globally distributed teams
Desired Skills & Experience
Experience supporting independently VSaaS, video platforms, or data-heavy SaaS products
Familiarity with cloud-native architectures and operational concepts
Hands-on technical troubleshooting experience (logs, integrations, platform behavior, light hardware issues)
Startup or high-growth company background
Exposure to security, compliance, or regulated environments
Partner or channel support experience
Background in Customer Success or Professional Services
What You Will Be Doing Tech Breakdown
40% – SaaS / Cloud Platforms
20% – Support & Ticketing Systems (Zendesk, Jira Service Management, ServiceNow, similar)
15% – Cloud & Infrastructure Concepts
15% – Video / VSaaS / Data-Intensive Platforms
10% – Hardware, Install, & Deployment Support
Daily Responsibilities
100% Hands On
Kū
The Offer
Bonus
OR
Commission eligible
Medical, Dental, and Vision Insurance
Vacation Time
Stock Options
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
#J-18808-Ljbffr
This is not a “keep-the-lights-on” support role. You’ll be building and shaping a modern, enterprise-grade support organization from the ground up, with direct influence on product quality, roadmap decisions, and customer retention. Support is viewed as a strategic function here, not a cost center, and this role sits at the intersection of technology, customer experience, and leadership. You’ll work closely with distributed teams across the US and India in a fast moving, high growth environment where your impact is immediately visible.
Required Skills & Experience
7–10+ years leading customer support teams for SaaS platforms Experience supporting enterprise and mid-market customers in production environments Proven escalation management experience with executive-level stakeholders
Strong cross-functional experience working with Product, Engineering, and Operations
Demonstrated ability to build, scale, and mature support teams and processes
Experience defining SLAs, escalation models, and tiered support structures
Strong analytical and reporting skills using support metrics
Excellent written and verbal communication skills
Experience working with globally distributed teams
Desired Skills & Experience
Experience supporting independently VSaaS, video platforms, or data-heavy SaaS products
Familiarity with cloud-native architectures and operational concepts
Hands-on technical troubleshooting experience (logs, integrations, platform behavior, light hardware issues)
Startup or high-growth company background
Exposure to security, compliance, or regulated environments
Partner or channel support experience
Background in Customer Success or Professional Services
What You Will Be Doing Tech Breakdown
40% – SaaS / Cloud Platforms
20% – Support & Ticketing Systems (Zendesk, Jira Service Management, ServiceNow, similar)
15% – Cloud & Infrastructure Concepts
15% – Video / VSaaS / Data-Intensive Platforms
10% – Hardware, Install, & Deployment Support
Daily Responsibilities
100% Hands On
Kū
The Offer
Bonus
OR
Commission eligible
Medical, Dental, and Vision Insurance
Vacation Time
Stock Options
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
#J-18808-Ljbffr