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Announcing Rock Product Support Consulting — Support Built To Scale

  • jrock80
  • Apr 27
  • 2 min read

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 integration of people, tools, and processes.


I led the growth of the department from manager level to senior director and later moved into the business and strategic aspects of product support with a focus on ticket reduction using AI, e‑learning, and reducing customer churn. At two Boston-based tech companies I built support desks/call centers from the ground up—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.

 

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—with the right people, tools, processes, and success metrics. With 35+ years in tech, I help clients get it right from the start, so they avoid costly backtracking. I also help organizations scaling through acquisition or expanding from five-day support to 24x7x365. I have experience hiring technical support teams (L1–L3) across North America, Europe, and APAC and can help navigate each market’s nuances.


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

 

Sincerely,

 

Jonathan Rock

 
 
 

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