Jose Valle
Senior Technical Support Leader
Summary
Technical leader with 17+ years of engineering experience, including 8 years in leadership roles, specializing in SaaS environments and support operations. Combines hands-on technical expertise with strategic vision to build high-performing teams and optimize customer experiences. Known for implementing transformative initiatives that drive organizational growth while maintaining exceptional customer satisfaction.
Experience
9/2023 - Present
Established and continue to lead a product support organization, optimizing operational efficiency and customer satisfaction by implementing comprehensive support infrastructure and processes.
Head of Product Support | San Jose, CA (remote)
9/2023 - Present
- Led implementation of SaaS ticketing system to streamline customer issue tracking and resolution
- Established KPIs and metrics to measure team performance and drive continuous improvement
- Built and trained a team of three Technical Support Engineers, focusing on customer-centric problem solving
- Partnered with Engineering and Product teams to establish Service Level Objectives (SLOs)
- Created and managed VIP support program to ensure premium service for key accounts
- Analyzed support data to deliver Quarterly Business Reviews (QBRs) for leadership planning
- Developed standard SLAs to align customer expectations and support services
9/2014 - 9/2023
Over a 9+ year tenure at ServiceNow, progressed from Lead Technical Support Engineer to Director of Technical Support, leading global support operations across four countries. Reduced engineer onboarding time by 20% and improved customer satisfaction by 10%. Partnered with Development and Engineering to deliver enterprise-level solutions.
Director of Technical Support | Santa Clara, CA
2/2022 - 9/2023
- Led global support operations across Australia, India, England, and U.S., serving 7K+ enterprise cloud customers
- Managed four Technical Support Managers overseeing 30+ engineers for enterprise support operations
- Partnered with Development and Engineering to align software changes with customer implementation needs
- Developed standardized onboarding program, reducing training time by 20% and increasing productivity
- Created comprehensive training program focused on CX skills and product expertise, enabling career growth
- Led cross-functional initiative to launch new service offering based on customer feedback and usage data
Senior Technical Support Manager , Americas (Integrations) | Santa Clara, CA
3/2020 - 2/2022
- Led Integrations team strategy and customer support initiatives, consistently meeting KPIs and SLAs
- Managed four Technical Support Managers and 45 engineers, fostering high-performance culture
- Resolved complex technical escalations while maintaining focus on customer impact and Satisfaction
- Partnered with Operations, Product, and Development teams to optimize support processes
- Improved customer satisfaction by 10% and reduced resolution time by 10% through enhanced team training
Technical Support Manager | Santa Clara, CA
4/2017 - 3/2020
- Supervised daily operations of 12 Technical Support Engineers, ensuring optimal productivity
- Led recruitment and training of Technical Support team during rapid growth, focusing on values and collaboration
- Partnered with Development to create targeted training programs addressing skill gaps and product knowledge
- Developed technical strategy and training programs with emphasis on improving UX/CX
Lead Technical Support Engineer | Santa Clara, CA
9/2014 - 4/2017
- Led technical escalations and developed action plans for efficient resolution strategies
- Trained 10 new hires across ServiceNow platform while fostering inclusive culture
- Managed high-priority cases to ensure swift resolution, partnering with Engineering on complex issues
- Received Customer Support Excellence Award for outstanding performance (2016)
- Created custom Chrome extension to improve response time for support requests
- Designed multi-level learning path to accelerate new hire readiness for complex support
- Developed and implemented training programs to address skill gaps and product knowledge
9/2007 - 9/2014
Over 7 years at Oracle Corporation, served as Principal Technical Support Engineer, leading a team of 12 engineers in Santa Clara. Led recruitment during rapid growth while developing technical strategy and cross-functional training programs. Partnered with Development teams to enhance product adoption and customer experience.
Principal Technical Support Engineer | Santa Clara, CA
11/2007 - 9/2014
- Led daily operations and productivity of 12 Technical Support Engineers,
- Drove recruitment and training initiatives during rapid growth, focusing on values and collaboration,
- Partnered with Development to create targeted training programs addressing skill gaps and adoption,
- Developed technical strategy and cross-functional programs to enhance UX/CX,
Beck Consulting
11/2005 - 11/2007
Created and integrated custom Navision ERP solutions, specializing in CRM, order processing, and seamless data synchronization between UPS, Microsoft Commerce Server, and EDI systems.
Certified Microsoft Navision Solutions Developer / Consultant | Alemeda, CA
11/2005 - 11/2007
- Designed custom Navision solutions for CRM and order processing with EDI integration,
- Developed COM integration connecting UPS tools, Navision ERP, and Commerce Server profiles,
1/2000 - 11/2005
Over 5 years at Siebel Systems, served as Senior IT Analyst managing security for large-scale Windows infrastructure. Developed custom patch management solutions using VB6 and SQL 2000. Received IT Impact Award for achieving zero downtime while optimizing system security.
Senior Information Technology Analyst | San Mateo, CA
1/2000 - 11/2005
- Managed security and patch management for 9000+ Windows hosts, protecting against vulnerabilities,
- Developed custom patch solutions using VB6, SQL 2000, and XML to support enterprise infrastructure,
- Received IT Impact Award for achieving zero downtime through optimized patch management,