Head of Global Product Support

Altra is a fast-growing technology company transforming how enterprises migrate to the cloud and harness IoT data. Our flagship products—Dr Migrate and SensorMine—are trusted by global enterprises to accelerate digital transformation.

We're looking for a proactive and detail-oriented Head of Global Product Support based anywhere in Australia or New Zealand.

What You Will Do For Us

• Support operations & people leadership: Manage a global product support team, optimising performance, driving operational efficiencies, managing service performance metrics, team reporting, and stakeholder updates.
• Bug tracking & classification: Oversee bug detection, impact classification, and resolution tracking, working closely with engineering and QA to maintain quality and responsiveness.
• Hardware asset management: Maintain a structured process for hardware asset tracking and lifecycle management, including liaison with internal teams and suppliers to ensure availability and accurate records
• Service Management platform ownership: Administer and optimise JIRA Service Management, including workflows, automation, dashboards, and integrations. Ensure tooling supports both internal efficiency and client transparency.
• Release administration & coordination; Assist in release administration: creating release buckets, tracking release notes, and JIRA board management. Coordinate with internal teams to ensure timely communication to clients and partners.
• Knowledge Management: Establish and maintain a robust internal and external knowledge base by ensuring efficient documentation that helps improve the support offering, onboarding and end user self-service capabilities.
• Service Level Management: Define, maintain, monitor and report on service level agreements (SLAs) across key support processes, identifying gaps and leading initiatives to improve performance
• Partner & Vendor Liaison: Primary point of contact & escalation for external partners and vendors in relation to support and service integration. Facilitate shared knowledge initiatives, ensuring documentation and support processes are aligned
• Continuous Improvement :Regularly analyse support trends, feedback, and operational data to identify & implement process enhancements, tooling upgrades, and team training.
  
  
  

What You Will Bring To The Party

• Minimum of 5+ years in a support or service management role within a SaaS or technology product company.
• Proven experience leading distributed or international technical support teams.
• Hands-on experience with JIRA Service Management (or equivalent ITSM platforms).
• Solid understanding of cloud/SaaS architecture, bug triage, and agile delivery principles.
• Familiarity with hardware support processes.
• Excellent communication and stakeholder management skills
• High levels of organisation, detail-orientation & problem solving , with a mindset of continuous process optimisation.
• Analytical and metrics-driven; you uncover insights and act on them.
• You are comfortable operating in a fast-paced, evolving environment with multiple priorities
  
  
  

What's in it for you?

• Contribute to the success of products that are making their mark on the global stage, at helping enterprise customers modernise and digitise. #winwithus
• Be part of a company that is leading the way in automation and efficiency, accelerating transformation and unlocking the power of cloud computing. #thinkahead
• Work with some of the industry's leading tech professionals - we are proud to have some of the best on this global team. #teamup
• Thrive in a team that is always learning, always innovating and making waves on a global scale. #standout
• Be part of a supportive working environment that values inclusion, flexibility, diversity and differences. #betrue
• Ultimately, we will help you to fear less and achieve more in a fast paced, innovative and cool environment - are you ready to accept the challenge? #fearlessachievemore
• Flexible, remote work. Work from anywhere in Australia or New Zealand! #flexit
  
  
  

Apply now with your resume and a brief cover letter sharing why you’re the perfect fit for this role or connect on LI for further details!

Altra is an equal opportunity employer. We’re committed to building an inclusive and high-performing team.