Building High-Performance Technical Support Teams with Ronen Avidor

In this episode of Startup RealTalk, Kristina Karcic-Ehret sits down with Ronen Avidor, a seasoned global leader in Customer Support, Field Engineering, and Solutions Engineering, to unpack what it truly takes to build high-performing, resilient technical support organizations.
Together, they explore why support teams, often operating under constant pressure and on the front lines of customer frustration, require intentionally designed cultures to avoid burnout and drive sustainable performance. Ronen shares a clear framework for success built on operational rigor, transparent communication, and a growth-centric mindset, emphasizing that strong support cultures are not accidental; they are engineered.

The conversation dives into:
How operational urgency, clear metrics, and consistent execution create predictability for both teams and customers
Why accountability should feel empowering rather than punitive, and how data-driven coaching enables performance without fear
The critical role of cross-functional collaboration in transforming support from a reactive cost center into a strategic intelligence engine
How learning cultures, enablement frameworks, and AI-driven knowledge systems help support teams stay ahead of rapid product velocity
What differentiates companies that successfully scale support during hyper-growth without sacrificing quality or culture

The key takeaway: Support excellence is a strategic advantage. When culture, process, data, and leadership alignment work together, support organizations don’t just resolve issues—they shape customer experience, inform product strategy, and fuel long-term growth.