Head of Support

Support Manager/Head of Support – Nascent

Department: Support

Reports To: Managing Director

About Nascent

Founded in 1996 and headquartered in Charlotte, North Carolina, Nascent is a transportation technology company that provides mission critical software for the industrial transportation industry. Nascent's portfolio includes SYNAPSE AGS, enVision, and ORCA, which help terminal operators, shippers, carriers, and logistics providers automate gate operations, improve transportation execution, and enhance supply chain visibility across North America.

About Valstone

Valstone acquires, operates, and provides a permanent home for mission critical technology businesses serving essential industrial and asset heavy markets globally. Valstone’s mission is to build industry-leading positions across five key sectors: agriculture, logistics, food processing, bulk materials, and manufacturing, serving as an active operating partner to its portfolio companies.

Valstone acquired Nascent in mid-2026 to complement its logistics portfolio. Valstone's logistics operating group also includes PS Technology, GeoMetrix Rail Logistics, and GTMaritime, providing software for rail and crew operations, transportation management, terminal and gate automation, maritime fleet compliance, and supply chain execution.

The Role

Reporting to the Managing Director, the Support Manager/Head of Support will lead Nascent’s customer support operations, ensuring every customer interaction is consistent, high-quality, and outcome driven.

You will own the full support operation: 24/7 coverage & escalations, SLA performance monitoring, systems & tools, and the team itself.

You will lead a small, experienced team of escalation engineers and take on complex cases yourself when needed. The Support Manager will build and scale a high-performing support culture, establish and monitor key service KPIs (including response times, resolution rates, customer satisfaction), and drive accountability at both the individual and team levels. Working cross-functionally with Software Development, Hardware and Professional Services, this role will ensure customer feedback is systematically captured, analyzed, and translated into actionable improvements.

Key Responsibilities

• Own day-to-day support operations: ticket queues, phone and after-hours on-call, escalations and workload distribution across software and hardware issues.
• Track, analyze, and report on key support metrics to drive continuous improvement, as well as identify opportunities to manage call volume. Sustain SLA performance across all customer contracts
• Act as the senior escalation point for critical issues, coordinating across software and hardware teams until service is restored.
• Create processes and systems to develop and maintain documentation (e.g., SOPs, escalation paths, service standards). Design and scale a tiered (L1/L2/L3) support model as the team grows.
• Own and optimize customer support systems, including workflows, automation, and reporting.
• Stay current with latest AI trends and tools while educating the team through training, mentorship and fostering an AI-positive culture.
• Support hiring, onboarding, and performance management of support staff.
• Communicate performance insights, risks, trends and actively participate in the senior leadership team to support key organizational decisions.
• Partner across functions to identify recurring issues or trends to improve customer experience.

Qualifications

• Experience:
• 7+ years in technical support or service operations, including support for systems that combine software and hardware.
• 3+ years leading a technical support team, ideally with 24/7 or on-call coverage.
• Excellent problem-solving and debugging skills.
• Experience reviewing code & performing handoff of defects to the Software Development team.
• Strong working knowledge of ticketing, knowledge base and remote-monitoring tools, plus practical experience applying AI or automation to support work.
• Experience defining, tracking and reporting support KPIs, and using data to make decisions.
• Calm, clear communication with senior customer stakeholders during critical incidents.
• Experience managing outsourced or third-party support partners.
• Proficiency in React.js and Go-Lang, with a proven ability to deliver production-quality applications. Experience with .NET is a bonus but not required.
• Familiarity with infrastructure to support containerized and cloud solutions (e.g., Docker, Kubernetes, AWS/Azure, REST, MSSQL). Hands-on experience preferred.

• Education: Bachelor's degree in computer science, IT or related fields (or equivalent experience).

Preferred Qualifications:

• Experience in rail, intermodal, port or logistics technology.
• Exposure to SOC 2 or other security and compliance requirements in a support setting.

Preferred Location:

• Hybrid environment - open to travel on an as-needed basis to Charlotte
• Driving distance to Charlotte, North Carolina preferred but not required.