# Head of Technical Operations

**Company:** [Baton](https://hotfix.jobs/companies/baton)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Salary:** $180k – $230k/yr
**Experience:** 7+ years
**Skills:** Kubernetes, Docker, Prometheus, Grafana, Sentry, Datadog, CI/CD, Cloud Infrastructure, React, TypeScript
**Posted:** 2026-04-22

> Leads Production Support Engineering team to ensure platform reliability, operational excellence, and customer satisfaction in scaling B2B SaaS. Requires 7+ years in technical support/DevOps/SRE, 5+ years managing teams, and expertise in cloud, containers, and observability tools.

## Job Description

## Responsibilities

### Leadership & Team Development
- Lead and mentor a high-performing Production Support Engineering team, fostering a culture of ownership, empathy, and continuous improvements
- Build and execute hiring, onboarding, and career development plans, establishing clear pathways for growth
- Create structured onboarding programs to accelerate context-building on Baton's products, tech stack, and business logic
- Foster deep integration between PSE and core engineering teams, breaking down silos and enabling knowledge sharing

### Operational Excellence
- Design and implement comprehensive runbooks, processes, and operational documentation
- Establish and manage SLAs and key metrics (uptime, response time, resolution time, CSAT), driving continuous improvement through data
- Own customer and operator communication during incidents, ensuring clear, timely, and empathetic updates during outages and degradations
- Leverage customer insights, telemetry, and support trends to proactively detect issues, automate solutions, and advance support tooling
- Partner with Engineering to validate new features, run bug bashes, create E2E/integration tests in response to incidents, and support pre-onboarding QA for customer migrations

### Strategic Initiatives
- Define the team’s charter, transforming Production Support towards a hybrid Site Reliability Engineering (SRE) / Technical Solutions Engineering model
- Partner with Engineering and Product leadership to influence platform reliability, observability tooling, and self-service capabilities—ensuring Baton's infrastructure can scale to support Ryder's 50K+ customers
- Define and execute a roadmap toward 24x7 coverage, reducing external help desk dependencies as the business scales
- Establish processes for the PSE team to take on customer-specific technical solutions, configuration changes, and lightweight operational fixes—protecting engineering bandwidth for strategic roadmap work
- Champion exceptional customer experiences: Use incident trends and customer feedback to drive platform improvements that prevent future issues and increase customer satisfaction

## Minimum Qualifications
- 7+ years of experience in technical support, DevOps, or Site Reliability Engineering
- 5+ years of experience managing and scaling production support teams in high-growth B2B SaaS
- Strong technical background with deep understanding of cloud infrastructure, CI/CD, containerization (**Kubernetes**, **Docker**), and observability tools
- Hands-on experience with monitoring and alerting systems (**Prometheus**, **Grafana**, **Sentry**, **DataDog**, etc.)
- Track record of building 0-to-1 support functions where you owned both the "what" and the "how"
- Strong program management skills to lead cross-functional initiatives and drive projects to completion
- Proven ability to operate independently in ambiguous environments, defining strategy and executing without extensive guidance from leadership
- Experience operating in enterprise or high-scale B2B SaaS environments where reliability, compliance, and customer SLAs are non-negotiable
- Comfort navigating large, matrixed organizations (experience working across multiple teams, getting alignment, and influencing without authority)
- Deep empathy for customers, with commitment to delivering exceptional support experiences even under pressure

## Preferred Qualifications
- Experience in logistics, supply chain, or freight technology
- Background in QA or test automation
- Previous experience building or managing 24x7 support operations
- Experience transitioning support teams toward SRE or Technical Solutions Engineering models
- Front-end experience (**React**, **TypeScript**) for handling lightweight UI fixes
- Experience in Fortune 500 or large enterprise tech organizations, particularly in roles requiring cross-functional alignment and executive communication
- Fluent in Spanish

## Compensation
- Competitive Base Salary + Cash Bonus Structure
- Annual Company Bonus + Long Term Incentive Plan
- Compensation Range: The annual base salary range for this position is $180,000- $230,000*. Compensation will vary based on factors including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Baton's full-time employees are eligible for an annual performance bonus.

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