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.