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Announcing Rock Product Support Consulting — Support Built To Scale

  • jrock80
  • Apr 27
  • 2 min read

Updated: Aug 19




Hello to my former co-workers and friends,


As many of you know, I retired from Everbridge this past July after serving as Senior Director of Global Product Support. Everbridge is an outstanding company focused on early public warning, public safety, and business continuity. During my six-plus years there, I supported nine acquisitions and was deeply involved in each for Global Product Support—overseeing the integration of people, tools, and processes.


My Journey in Product Support


I led the growth of the department from manager level to senior director. Later, I moved into the business and strategic aspects of product support. My focus was on ticket reduction using AI, e-learning, and minimizing customer churn. At two Boston-based tech companies, I built support desks and call centers from the ground up. This included assembling the right people, tools, processes, and metrics to measure success.


Throughout my career, I stayed close to customers and handled high-level escalations with organizations such as Apple, Lowe’s, ServiceNow, Citibank, the Department of Defense, and many state and local governments. I’m passionate about serving customers and resolving their issues promptly.


The Next Chapter: Rock Product Support Consulting LLC


I’m excited to announce the next chapter: Rock Product Support Consulting LLC, launching March 2026. My mission is to help B2B SaaS startups and growing tech companies create product support help desks and call centers that are built to scale. I focus on the right people, tools, processes, and success metrics. With over 35 years in tech, I help clients get it right from the start, so they avoid costly backtracking.


Services Offered


  • Building Support Systems: I assist in designing and implementing efficient support systems tailored to your business needs.

  • Scaling Operations: I help organizations scaling through acquisition or expanding from five-day support to 24x7x365.

  • Hiring Technical Support Teams: I have experience hiring technical support teams (L1–L3) across North America, Europe, and APAC. I can help navigate each market’s nuances.


Why Choose Rock Product Support Consulting?


Choosing the right partner for your product support operations can make all the difference. I bring a wealth of experience and a customer-centric approach to ensure your support operations are not just functional but also a strategic advantage.


Imagine transforming your customer support into a powerhouse that drives growth and satisfaction. It’s not just about solving problems; it’s about creating lasting relationships with your customers.


Please feel free to share this with any B2B technology contacts who are looking to start or grow their support operations.


Sincerely,


Jonathan Rock

HAM Call Sign: KD1ANE

GRMS Call Sign: WSMP644


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