Director of Support Engineering
Job Summary
Leading Tier 3 support and Support Engineering, the full-time remote Director of Support Engineering will manage a team of specialists and engineers to resolve complex customer issues, oversee escalation processes, and drive improvements in support workflows.
Key responsibilities
- Lead and develop managers and specialists across Tier 3 and Support Engineering, focusing on performance management and career development
- Own the escalation path and ensure timely resolution of high-stakes issues for Enterprise/DSO and at-risk accounts
- Manage the bug lifecycle from triage to resolution, collaborating with Engineering to prioritize customer-impacting issues
Required qualifications
- 7+ years in technical support, support engineering, or escalations, with at least 3 years in a leadership role
- Proven experience in building and scaling technical support teams in a B2B SaaS environment
- Hands-on experience with bug triage and escalation workflows, including familiarity with Jira
- Strong technical skills, including working with APIs, integrations, and basic SQL
- Bachelor's degree or equivalent work experience
Complete Job Description
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