Director of Technical Support

Job Summary

To lead a global team in enhancing technical support operations, the full-time Director of Technical Support will manage advanced troubleshooting across cloud environments, drive root-cause analysis for incidents, and establish technical standards while working remotely.

Key responsibilities

• Lead a global team of Technical Support Engineers and Managers in diagnosing and resolving complex cloud issues
• Act as the primary liaison between Support and Engineering, participating in bug triage and improving documentation
• Build and optimize support processes, tracking key performance indicators to improve operational efficiency

Required qualifications

• 10+ years in enterprise software or cloud-native SaaS, with 5+ years in a senior leadership role
• 3+ years of hands-on experience in roles such as Software Engineer, DevOps Engineer, or Tier 3 Escalation Engineer
• Proven ability to scale global technical support operations using data-driven KPIs
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• Deep understanding of cloud architectures (AWS, Azure, GCP) and SaaS data pipelines