Director of Technical Support

Job Summary

Owning the entire technical support function, the full-time Director of Technical Support will lead a global team, drive strategy and operational excellence, and enhance customer experiences in a remote environment.

Key Responsibilities

• Own end-to-end strategy, execution, and outcomes for the technical support experience
• Collaborate with Product and Engineering to translate customer pain points into product improvements
• Drive a forward-looking strategy leveraging AI to scale support quality and efficiency

Required Qualifications

• 8+ years in technical support or customer experience leadership, preferably in SaaS
• Proven track record of building and scaling high-performing global technical support teams
• Deep experience partnering with Product and Engineering organizations
• Strong technical acumen with the ability to engage on product architecture and complex troubleshooting
• Data-driven leader who uses metrics to inform strategy and prioritize investments