Enterprise SaaS
10 technical support operations experts
These ten professionals have led technical support and support operations organizations at technology companies, with support named in their own job titles. A reader can learn how technology companies organize, staff and run their technical support teams.
Professionals to explore
01—10George Smith-Sweeper
LinkedInExperience: Director, Technical Support Engineering · Datadog
Former Director, Technical Support Engineering at Datadog (2023–2025), where the profile describes heading the company's first AI-Academy for Technical Support Engineers, focused on practical use cases and guidance on leveraging agents to improve team efficiency. Other listed Datadog roles include Senior Technical Support Engineering Manager (2022–2023) and Technical Support Engineering Manager (2019–2021).
Ken O'Dwyer
LinkedInExperience: Senior Director, Technical Support Engineering · Salesforce
Senior Director, Technical Support Engineering at Salesforce since 2021, where the profile describes leading and managing multiple Technical Support Engineering teams across global hubs supporting customers on the Service Cloud product. Former Director Technical Support (2018–2021) and Senior Technical Support Manager (2016–2018) at Salesforce.
Kevin Cook
LinkedInExperience: Global Operations Leader, Technical Support and Customer Service · Sensormatic
Former Global Operations Leader, Technical Support and Customer Service at Sensormatic (2019–2026), and Global Director Technical Support at Bentley Systems since 2026. Former Director, Technical Support & Customer Service (2015–2018) and Senior Manager, Desktop & Server Virtualization Support (2009–2015) at Citrix.
Kevin Teasley
LinkedInExperience: Director - ISG Premier Support Operations, Advanced Technical Support Leader · Lenovo
Former Director - ISG Premier Support Operations, Advanced Technical Support Leader at Lenovo (2024–2026) and Director, North America ISG Premier Support Leader & Global Service Design there (2022–2024). The profile describes leading Lenovo's ISG Customer Engagement Center and Advanced Technical Support organization, a global team spanning North America, Latin America, Asia Pacific and EMEA that keeps mission-critical infrastructure running for customers around the clock.
Manish Khemka
LinkedInExperience: Director, Technical Support Engineering · Salesforce
Director, Technical Support Engineering at Salesforce since 2025 and former Senior Manager Technical Support Engineering there (2022–2025). The profile describes responsibility for a 24x7 developer support team and technical support management for the Kony suite of products. Also former Senior Manager, Customer Success Engineering at Kony, Inc. (2017–2019).
Michael Ventimiglia
LinkedInExperience: Director of Technical Support and Connected Systems · Oracle
Former Director of Technical Support and Connected Systems at Oracle (2019–2023), and Senior Director Cloud Infrastructure & AI Customer Supprt there since 2023. The profile describes running global customer support organizations for enterprise hardware, operating systems and networking across Asia, Europe and the Americas. Also former Technical Quality & Senior Support Manager at Sun Microsystems (2001–2010).
Pankaj Sahni
LinkedInExperience: Director Support Engineering · Microsoft
Director Support Engineering at Microsoft since 2022, with a row of the same title for 2018–2022. The profile describes leading large-scale enterprise product support operations across the US, Canada, Mexico, Costa Rica, India and Australia. Also former Group Manager (2011–2018) and Support Engineering Manager (2006–2010) at Microsoft.
Tajan Pais
LinkedInExperience: Director - Global Support Operations & Technology · HashiCorp
Former Director - Global Support Operations & Technology at HashiCorp (2021–2026), a role also listed under IBM for 2025–2026 and placed in the operations department at director level. Director - Customer Support Systems at GitLab since 2026. Also former Director - Support, QA & Program Management (Acronis SCS) at Acronis (2019–2021).
Vijaya Vardhan Panthagani
LinkedInExperience: Senior Director - Technical Support · PowerSchool
Senior Director - Technical Support at PowerSchool since 2025 and former Director - Technical Support there (2024–2025). Former Director - Customer Support at SaaS Labs (2022–2024), Enterprise Support Manager at Atlassian (2020–2022) and Senior Manager, Priority Support Program - Virtual Apps and Desktops at Citrix (2018–2020).
Vijayan Rajasekaran
LinkedInExperience: Senior Director, Support Operations · Saviynt
Former Senior Director, Support Operations at Saviynt (2020–2022) and Senior Director, Global Operations there (2022–2023), and Sr. Director Global Customer Support at Saviynt since 2024. The profile describes building and scaling global support, cybersecurity and IT operations across enterprise SaaS and cloud environments. Also former Head of Product Support at SPHERE (2023–2024).
Choose the right perspective
Match the person's product and customer base to yours, since supporting enterprise hardware and infrastructure differs from supporting a cloud software product used by thousands of businesses. Also decide whether you need help with frontline support delivery or with the operations layer behind it, such as tooling, processes and support metrics.
Questions to take into the conversation
- 01How do you structure support tiers and escalation paths so complex issues reach the right engineers quickly?
- 02Which support metrics do you review every week, and which ones do you think mislead teams?
- 03How do you decide when to add headcount versus invest in tooling, automation or self-service?
Reaching technical support operations experts
How can I contact one of these technical support operations experts?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 9 companies, including Datadog, Salesforce and Sensormatic, based on profile data retrieved on October 4, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach technical support operations experts?
You choose the offer, starting at $5 per person. It includes Instant Expert's 20% fee, so an offer that pays the person $100 costs you $125. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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