Director of Technical Support

Job Summary

Leading a team of technical support professionals, the full-time Director of Technical Support will drive the execution and continuous improvement of the technical support function, focusing on AI-powered resolution workflows and operational metrics in a remote environment.

Key responsibilities

• Define and execute the multi-year vision and roadmap for the Technical Support function, integrating AI tools and translating business objectives into measurable goals
• Own and manage all support KPIs, ensuring accountability for performance outcomes and developing new metrics for the AI era
• Recruit and develop a high-performing team, fostering a culture of continuous improvement and data literacy while serving as a voice of the customer across the organization

Required qualifications

• 8+ years in technical support, with at least 5 years in a senior leadership role in cybersecurity, SaaS, or managed services environments
• Proven experience building and scaling technical support organizations in high-growth technology companies
• Strong data fluency with the ability to design and communicate from operational dashboards
• Hands-on experience deploying AI-powered support tools and familiarity with support platforms like Zendesk and Salesforce
• Experience leading change management for AI adoption within a support team