Director, Customer Support & Service Operations

About EdgeUno

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.

Role Summary

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

Core Responsibilities

1. Organizational Integration and Leadership

• 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

2. Customer Support Strategy

• 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

3. NOC and Service Operations Excellence

• 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

4. Customer Experience and Communication

• 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

5. Process Redesign and Governance

• 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

6. AI, Automation, and Tooling

• 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

7. Metrics, Insights, and Executive Visibility

• 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

8. Cross-Functional Influence

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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
• Fluency in English required; Spanish and/or Portuguese are strong advantages

Ideal Candidate Profile

• 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

Why This Role Matters

This role is central to EdgeUno’s ability to scale trust with customers. As the company grows, support can no longer be split between disconnected teams or run as a reactive function. We need one leader to integrate operations and experience, modernize the way support works, and create a service model that reflects the expectations of sophisticated digital infrastructure customers.

Originally posted on Himalayas