Director of Technical Support Engineering

Job Summary

To reimagine the technical support function, the full-time remote Director of Technical Support Engineering will lead and build a team of engineers, design AI-native systems for customer support, and own the end-to-end customer support experience.

Key responsibilities

• Recruit, develop, and manage a distributed team of technical support engineers while staying hands-on in complex troubleshooting cases
• Design and implement AI-assisted support systems for intake, triage, and diagnostics, ensuring quality and efficiency in customer interactions
• Oversee the entire support process, including issue intake, prioritization, technical investigation, and resolution, while maintaining service levels and effective communication with customers

Required qualifications

• Proven experience in building or transforming technical support teams and owning customer outcomes
• Hands-on troubleshooting expertise in SQL, APIs, and data systems, along with experience in creating diagnostic tools
• Experience in designing AI-enabled support systems with a focus on risk management and improvement metrics
• Ability to turn investigations into reliable knowledge bases and documentation with clear ownership
• Strong judgment in capacity planning and effective communication with engineering and product teams