Director, Customer Support & Service Operations

Edgeuno

21h•Hybrid

About The Position

EdgeUno is a US-based technology infrastructure company headquartered in Miami, with a strong operational presence across Latin America, including Colombia, Brazil, Argentina, Peru, and Ecuador. We enable digital businesses to scale with high performance and reliability by providing connectivity, IP Transit, private networks, data center, bare metal, and cloud solutions to ISPs, hyperscalers, content providers, and global technology companies. We are looking for a senior leader to build the next generation of our post-sales support organization by integrating our Customer Experience (CX) and Network Operations Center (NOC) teams into one high-performing, AI-first Customer Support Organization. This is not a maintenance role. This is a transformation role. The leader we hire must have already built and led technical support and/or NOC organizations in digital infrastructure environments. They will unify teams, redesign processes, clarify service ownership, improve customer communications, strengthen operational discipline, and introduce automation and AI to create a more scalable, proactive, and differentiated customer support model. This executive will lead a combined team currently composed of NOC Engineers, CX Analysts, and CX and NOC Managers, and will be responsible for evolving the organization, operating model, tooling, and service standards as EdgeUno scales. The ideal candidate understands the operational and commercial realities of serving sophisticated international infrastructure customers such as CDNs, content owners, global carriers, cloud and platform providers, while also recognizing the different expectations and support dynamics of local ISPs and regional carriers. What Success Looks Like In the first 6-12 months, this leader will: Integrate CX and NOC into one cohesive support organization with clear accountability and service levels Improve incident handling, escalation discipline, communication quality, and customer confidence Reduce operational friction and improve metrics such as MTTR, SLA attainment, escalation quality, and customer satisfaction Introduce AI and automation into support workflows, triage, knowledge management, and customer communications Build a support model that is more proactive, more data-driven, and better aligned to the needs of digital infrastructure customers Raise the leadership bench, talent density, and operational maturity of the function

Requirements

English B2+
10+ years of experience in technical support, customer operations, service operations, NOC leadership, or related post-sales leadership roles
Proven experience leading and scaling NOCs, technical support teams, or combined support/service operations organizations
Mandatory experience in digital infrastructure environments such as telecom, network services, colocation, cloud, hosting, CDN, data center, bare metal, managed infrastructure, or adjacent sectors
Strong understanding of the support and service expectations of international infrastructure customers, including organizations such as CDNs, content owners, global carriers, cloud/platform customers, and large enterprise buyers
Clear understanding of how those customer expectations differ from more localized ISP/carrier support models
Demonstrated experience leading managers and building teams through organizational change
Deep knowledge of incident management, escalation management, service assurance, customer communications, and operational performance management
Track record of improving processes, service quality, and team performance in complex technical environments
Experience working cross-functionally with engineering and operations teams in high-availability environments
Strong executive presence and the ability to drive alignment, make decisions, and challenge legacy ways of working

Nice To Haves

Experience in cloud and/or bare metal infrastructure environments
Experience supporting global customers across multiple regions and time zones
Experience introducing AI and automation into support or service operations at scale
Familiarity with OSS/BSS, monitoring platforms, ticketing systems, workflow automation, and knowledge management systems
Experience in high-growth or transformation-stage companies
Spanish and/or Portuguese are strong advantages
Builder and transformer, not just an operator
Technically credible with infrastructure customers and internal engineering teams
Customer-obsessed without becoming soft on standards
Process-minded without becoming bureaucratic
Data-driven, highly accountable, and comfortable with ambiguity
Calm under pressure and strong in major incident situations
Able to raise the level of both frontline execution and management discipline
Brings urgency, simplification, and operational sharpness
Understands that support excellence in digital infrastructure is a mix of speed, transparency, technical judgment, and prevention

Responsibilities

Lead the integration of the CX and NOC functions into a unified Customer Support organization
Assess current team design, roles, spans, workflows, and management structure; implement the right operating model for scale
Lead and develop managers and individual contributors across technical operations and customer-facing support
Build a culture of accountability, urgency, ownership, cross-functional collaboration, and continuous improvement
Establish clear performance expectations, team rituals, escalation paths, and management cadences
Define the support vision, service model, and operating principles for EdgeUno’s post-sales organization
Create a support organization that balances technical excellence, customer empathy, speed, consistency, and scalability
Ensure the support model aligns with the expectations of infrastructure customers operating in always-on, high-availability environments
Position customer support as a competitive differentiator, not just a ticket-handling function
Oversee 24x7 operational support capabilities as needed
Strengthen incident management, event handling, escalation management, communications, service restoration, and post-incident review
Improve operational rigor around prioritization, queue management, handoffs, runbooks, change coordination, and major incident response
Partner closely with engineering, service delivery, and network and cloud teams to improve stability, recovery, and prevention
Drive better operating performance across MTTR, recurrence rates, aging backlog, monitoring effectiveness, and escalation quality
Define what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communications
Standardize customer communications during incidents and service-impacting events
Improve the clarity, timeliness, and credibility of updates sent to customers
Establish differentiated support motions where needed based on customer segment, technical sophistication, and business criticality
Ensure the voice of the customer is systematically translated into process, product, and service improvements
Redesign support-related processes end-to-end, including ticket lifecycle, incident management, escalation management, service recovery, handoffs, root cause review, and knowledge management
Eliminate fragmentation between CX and NOC workflows
Define clear ownership, decision rights, and governance across support, engineering, service delivery, and account teams
Introduce operational discipline without creating bureaucracy
Build simple, measurable, repeatable processes that scale
Bring an AI-first mindset to support operations
Identify and implement practical uses of AI across triage, summarization, case routing, knowledge retrieval, suggested responses, customer updates, trend analysis, and productivity improvement
Expand automation for repetitive operational tasks, alert correlation, case enrichment, and workflow orchestration
Improve the systems stack that supports customer support, including ticketing, monitoring, communications, reporting, and knowledge tools
Ensure automation improves quality and speed rather than adding complexity
Define and manage a robust KPI framework for support operations and customer outcomes
Build dashboards and reporting that provide visibility into service performance, customer pain points, operational bottlenecks, and transformation progress
Track metrics such as SLA attainment, MTTR, FCR where relevant, response times, escalation volume, communication quality, CSAT, backlog health, repeat incidents, and automation impact
Present clear, action-oriented insights to the CTO and executive team
Partner closely with the CTO, engineering, product, service delivery, sales, and account management teams
Ensure post-sales support is tightly connected to product quality, network reliability, implementation quality, and customer retention
Act as the executive bridge between technical operations and customer-facing teams
Push for root-cause fixes, not cosmetic workarounds