Apply on Employer Site

SymphonyAI · 7 hours ago

SaaS Support Lead/Manager

Denver, CO

Full-time

Onsite

Senior Level

5+ years exp

SymphonyAI Media is now hiring a SaaS Support Lead to join their team in Denver, Colorado. This role is responsible for owning and scaling all customer support operations for enterprise SaaS platforms, leading a global support organization, and ensuring effective communication and resolution of customer issues.

Artificial Intelligence (AI)Consumer GoodsFinancial ServicesIndustrial ManufacturingInformation TechnologyMachine LearningMedia and EntertainmentRetailSoftware

H1B Sponsor Likely

Responsibilities

Own end-to-end SaaS support operations across regions and time zones

Directly manage and mentor a global support team, including offshore resources in India

Establish support coverage models, including on-call rotations and expansion toward 24x7 support

Foster a culture of accountability, continuous improvement, and customer empathy

Define, document, and optimize support processes (intake, triage, escalation, resolution, post‑incident review)

Act as escalation point for high-severity customer issues and outages

Partner with Engineering and Product to ensure effective issue resolution, root cause analysis, and prevention

Own customer-facing communication during incidents, escalations, and service disruptions

Ensure clear, timely, and professional updates to customers throughout the support lifecycle

Build strong relationships with key customer stakeholders, including enterprise media clients

Work closely with Product and Engineering to influence backlog prioritization based on support trends, improve product robustness and operability, and ensure support readiness for new releases

Support global Managed Services teams by troubleshooting issues and coordinating resolutions as needed

Define and track KPIs such as response times, resolution times, ticket volume trends, and severity distribution

Use data to identify patterns, improve processes, and reduce recurring issues

Drive improvements to knowledge base content and internal documentation

Plan and execute team growth strategies aligned with increased customer volume and service-level expectations

Help evaluate and implement support tooling and automation (including AI-driven workflows where appropriate)

Qualification

SaaS support expertiseTechnical aptitudeData normalizationSQLYAML configurationsAI-enabled workflowsCommunication skillsLeadershipCollaboration

Required

5-10 years of experience in a fast-paced, enterprise SaaS support environment

Proven experience leading and scaling global support teams, including offshore resources

Strong technical aptitude and ability to support complex, data-intensive SaaS platforms

Hands-on experience with data normalization and data pipelines

Hands-on experience with SQL (querying, analysis, troubleshooting)

Hands-on experience with YAML-based configurations

Hands-on experience with modern SaaS tooling and cloud-based systems

Experience supporting technologies involving AI-enabled workflows and automation

Background supporting mission-critical systems with high data volumes and strict SLAs

Excellent written and verbal communication skills, particularly in executive and customer-facing scenarios

Company

SymphonyAI

Glassdoor3.8

SymphonyAI is an enterprise AI company focused on delivering AI solutions for vertical sectors

Founded in 2017

Palo Alto, California, USA

1001-5000 employees

http://www.symphonyai.com

H1B Sponsorship

SymphonyAI has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)