Al Calderon

I lead global support teams and turn them into strategic partners for the business. My focus is building the systems and infrastructure that shift support from just putting out fires to actually preventing them and using what we learn to make better products and stronger customer relationships.

I've spent 14 years leading enterprise support through the messy stuff: acquisitions, rebrands, rapid growth. I've built 24/7 operations that actually work, brought together distributed teams across three continents, and partnered closely with Product and Engineering to make sure we're not just fixing the same problems over and over.

I combine the fundamentals (solid incident management, well-designed SLAs, escalation paths that make sense) with modern capabilities like AI-driven insights and real-time monitoring. The goal is always the same: predictable, high-quality support that scales without breaking.

What I'm good at is making sense of complexity. Whether that's creating KPIs that people actually understand and care about, building escalation playbooks that get problems solved faster, or translating technical chaos into something executives can act on.

Director, Global Customer Support 

Portnox · Austin, TX (Hybrid) 

07/2025 – 01/2026

• Directed a global support organization across AMER, EMEA, and APAC, establishing escalation frameworks, KPI models, and reporting dashboards that strengthened visibility and accountability.
• Designed enterprise engagement playbook including executive briefings, technical onboarding workflows, and platform walkthroughs that accelerated adoption and strengthened customer alignment.
• Standardized cross-functional operations through playbooks, communication protocols, and workflow templates, improving consistency across distributed teams and reducing time-to-resolution.
• Redesigned SLA frameworks, escalation paths, and incident workflows to better align with enterprise KPIs and improve client engagement, driving a 70% reduction in response times and a 50% increase in SLA adherence.
• Partner strategically with Account Management and Customer Success to align support readiness with revenue priorities, high-touch engagements, and customer lifecycle management.
• Translate complex technical and operational data into executive insights using Salesforce, custom dashboards, and performance metrics to drive continuous improvement and inform strategic decisions.

Senior Manager, Customer Support

Edgecast (Acquired and rebranded through Verizon → Yahoo → Edgio → Edgecast Cloud Services)

Remote: 09/2011 – 07/2025

Roles Held: Incident Manager→ Technical Manager→ Sr. Technical Manager→ Manager, Client Support & Managed Cloud Security→ Senior Manager, Client Support

• Led global enterprise support organization through four acquisitions and rebrands, maintaining operational stability, team performance, and customer trust throughout ongoing organizational transformation.
• Built true follow-the-sun support model enabling 24/7 coverage with seamless regional handoffs across AMER, EMEA, and APAC.
• Designed and optimized SLA frameworks, escalation paths, and incident workflows aligned with enterprise KPIs and client expectations, improving MTTR by 13% and SLA adherence by 10%.
• Established scalable onboarding and training programs that accelerated ramp time, improved case quality, and strengthened consistency across distributed teams.
• Served as strategic bridge between Support, Product, and Engineering, translating recurring customer issues into product fixes and roadmap improvements, reducing repeat incidents by 25%.
• Developed KPI dashboards and performance analytics (volume trends, MTTR, SLA adherence, escalation rates) enabling data-driven decisions and operational accountability.
• Led Major Incident Management for enterprise outages, coordinating cross-functional recovery, executive communications, and standardized post-incident review processes.
• Drove ServiceNow platform enhancements as Business Owner, aligning system capabilities with operational needs and introducing automation to reduce manual workflows.
• Managed compliance-related escalations (AUP, DMCA, legal) in partnership with Legal, Product, and Sales teams.

Technical Service Analyst

Edmunds · Santa Monica, CA

05/2006 – 09/2011

• Introduced ITIL best practices for Incident, Problem, Change, and Configuration Management, establishing the foundation for robust IT service management framework.
• Chaired Change Advisory Board meetings, approving 200+ critical changes with minimal business disruption.
• Led root cause analysis initiatives that identified and resolved recurring deployment issues, reducing revenue-impacting incidents by 25% and improving system stability.
• Automated system health monitoring using JavaScript and custom tools, reducing after-hours support engagements and improving team work-life balance.