Head of Global Services

About VyOS Networks

VyOS Networks is the company behind VyOS, the enterprise-grade open source networking platform for bare metal, cloud, and edge. VyOS powers mission-critical connectivity for enterprises, service providers, and governments worldwide, and is available across AWS, Azure, Google Cloud, and other cloud platforms. Our mission is to return full control and ownership of network infrastructure to our users.
Job description

We are hiring a Head of Global Services to lead and scale a unified services organization covering three functions: technical support, professional services, and presales engineering. You will lead through existing team managers for support operations and presales, while designing and building the structures, tooling, and hiring needed for the next order of magnitude. These functions share one technical talent pool and one career progression path; this role owns that pool end to end, from L1 support engineer to the senior engineers who deliver billable services and support the sales team.

You work on the system, not in it. Your managers run the day-to-day operation; your job is capacity allocation across the three demand streams, the operating model, the economics, and the growth of the team.

The anchor competency for this role is support scaling. We are looking for someone who has already scaled a technical support organization at a technology company to serve thousands of customers and knows the predictable failure points: tooling that collapses under volume, tier-1 burnout, knowledge trapped in senior engineers' heads, SLA models that don't survive 10x growth, hiring pipelines that can't keep pace. The right candidate solves these problems before they appear, not after.

Around that anchor, this role owns the economics and delivery of professional services and the effectiveness of technical presales, balancing one team's capacity across contractual support obligations, billable engagements, and revenue-generating presales work.

Responsibilities
1. Support at scale

- Design and execute a support operating model that scales to thousands of customers without degrading response quality or growing cost linearly with customer count

- Build a tiered support model with clear ownership boundaries, escalation paths, and handoff criteria between tiers

- Drive ticket deflection: knowledge base, technical content, documentation feedback loops into engineering, self-service, and community channels

- Deploy and own support tooling, including automation and AI-assisted resolution for tier-1 volume

- Own SLA design and delivery for customers.

2. Professional services and presales

- Own professional services delivery: scoping, staffing, and delivery quality

- Own presales engineering effectiveness in partnership with sales leadership: POC support, demos, technical validation, and RFP responses

- Define and enforce resource allocation rules across support, billable services, and presales demand competing for the same engineers

- Develop services packaging and pricing in partnership with the CRO

3. Organization and talent

- Own the unified career ladder from L1 support through certification milestones to L3, professional services, and presales participation

- Build the hiring plan and coverage model for follow-the-sun operations across regions

- Define the metrics that matter across all three functions: resolution times, deflection rate, CSAT, SLA compliance, PS utilization and margin, presales win contribution

- Turn support and services data into product signal: recurring issues feed engineering priorities, not just ticket queues

- Work directly with sales, customer success, and engineering leadership on escalated accounts, renewals at risk, and services-driven expansion

Mandatory requirements

We will not consider candidates without these.

- You have scaled a technical support organization at a technology company from hundreds to thousands of customers, and you can walk us through