Head of Premier Technical Support

About this job

Hevo Data is hiring a Head of Premier Technical Support in Bangalore to lead and scale our technical account management function. Hevo provides a no-code data pipeline platform that helps over 2,000 data teams across 45 plus countries move data from various sources into warehouses and lakes without writing code. In this role, you will lead a growing team of Technical Account Management and Premier Support professionals who manage our top accounts. A normal day involves overseeing premier customer relationships, partnering with Account Management to drive adoption and retention, leading high-severity technical escalations, guiding your team on operational metrics, and collaborating with Product and Engineering to share customer feedback. You will also get hands-on with pipeline troubleshooting, API issues, and building out scalable support frameworks in a dynamic startup environment.

Responsibilities

• Own the end-to-end technical relationship for premier accounts including onboarding, adoption, and renewals.
• Deliver a white-glove customer experience through proactive check-ins and regular business reviews.
• Hire, coach, and develop a high-performing team of Technical Account Managers and Premier Support Engineers.
• Design and run the operational model including account segmentation, SLAs, and escalation frameworks.
• Lead high-severity and executive-level escalations and conduct customer-facing root cause analyses.
• Be a hands-on technical leader by troubleshooting pipeline failures, API integration issues, and data latency.
• Partner with Product and Engineering to translate support and adoption trends into roadmap priorities.

Requirements

• 12 to 18 years of overall experience with 5 plus years leading TAM, Premier/Enterprise Support, or Support Engineering teams in B2B SaaS.
• Proven track record of managing enterprise customer relationships and handling critical escalations.
• Experience building and running teams using clear operational KPIs, SLAs, and metrics.
• Hands-on technical depth in B2B cloud technologies, APIs, integrations, and cloud infrastructure.
• Familiarity with data systems such as databases, data warehouses, and ETL or ELT platforms.
• Strong communication skills with the ability to engage both customer engineers and C-level executives.
• High agency mindset with the ability to build functions and make decisions in a startup environment.

Who should apply

This role suits experienced leaders with a strong background in managing technical support or customer success engineering teams within B2B SaaS environments. Candidates must have 12 to 18 years of total experience, featuring at least 5 years of leadership experience managing enterprise support or TAM teams. If you possess deep technical familiarity with cloud infrastructure, data systems, and APIs, and excel at driving customer adoption, retention, and team operations in a fast-paced startup, you should apply. Freshers are not eligible for this senior leadership position.

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