Director of Technical Support

Job Summary

Leading the technical support function, the full-time Director of Technical Support will develop a high-performing team to resolve customer issues related to a messaging platform and third-party integrations, while embedding AI solutions to enhance support operations in a hybrid work environment.

Key responsibilities

• Owns the strategy and performance of the technical support function, including team development and operational effectiveness
• Manages high-priority customer incidents and ensures adherence to service level agreements (SLAs) while driving continuous improvement initiatives
• Acts as a liaison between Technical Support and cross-functional teams, contributing insights to product development and operational strategies

Required qualifications

• 5+ years of experience leading technical support teams in a high-volume environment
• Hands-on experience with messaging/telephony carriers and platforms, specifically Bandwidth and Twilio
• Familiarity with SaaS technical support, including complex integrations and APIs
• Strong analytical skills with the ability to translate data trends into actionable insights
• Proven ability to adopt and implement AI tools within support operations