Mechanical Orchard

Mechanical Orchard

Head of Product Support

Canada (Remote) · Director

Sponsorship not specifiedDetected 139 days ago
Product StrategyCustomer SupportLeadershipCollaboration

About the role

  • We are open to calibrating title and level for the right person.

Requirements

  • This role may be hired at the Senior Manager or Director level, depending on the candidate's experience, leadership scope, and demonstrated ability to operate at scale.

Nice to have

  • Required Requirements
  • Preferred Requirements
  • There will be travel to company and team meetings, as well as customer visits (1-2 times per quarter, up to ~20% of the time).
  • Mechanical Orchard, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.
  • Mechanical Orchard, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
  • Mechanical Orchard, Inc. will not tolerate discrimination or harassment based on any of these characteristics.
  • Mechanical Orchard, Inc. encourages applicants of all ages.
  • Mechanical Orchard, Inc. will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

Company info

  • rewriting complex legacy systems in a way that is provably correct, low risk, and fast enough to matter.
  • By focusing on system behavior rather than code alone, we turn modernization from a high-stakes, failure-prone effort into a repeatable, confidence-building process that unlocks ongoing innovation.
  • Joining Mechanical Orchard means working on problems that truly matter-to our customers, their businesses, and the people who rely on these systems every day.
  • We're building technology and methodology that challenge long-standing industry assumptions, prioritizing proof over promises and progress over theatrics.
  • If you care deeply about quality, rigor, and doing the right thing-even when it's hard-you'll find your people here.
  • About the Role We're hiring a Head of Product Support to build, scale, and lead a world-class Product Support organization.
  • This is a strategic leadership role responsible for the full support experience across our product offering.
  • You will define our support vision, build the systems and teams that deliver it, and partner closely with Product, Engineering, Delivery, and Sales to ensure customers experience Mechanical Orchard as reliable, responsive, and deeply technical.
  • You will operate at the intersection of customer experience, product excellence, and operational rigor - shaping how customers interact with our technology and influencing what we build next.
  • Lead and Define the Support Strategy - Own the end-to-end Product Support vision aligned to company and product strategy - Build and mentor a high-performing team of Product Support Specialists, Technical Support Engineers, and Support Operations professionals - Represent Product Support at the leadership level and drive cross-functional initiatives - Establish a culture that is customer-obsessed, data-driven, and technically rigorous Build Scalable Systems and Operations - Design scalable support workflows, escalation paths, and quality standards - Define and manage SLAs/SLOs aligned with customer and partner expectations - Select and implement support tooling (ticketing, knowledge base, monitoring, automation) -

Equal opportunity

  • Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.
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This listing is sourced directly from Mechanical Orchard's careers page and normalized into a canonical job model.