Senior Director of Technical Support

Job Summary

A company is looking for a Senior Director of Technical Support to lead the transformation and modernization of its Technical Support organization.

Key Responsibilities

• Define and execute the vision and strategy for a modern, scalable Technical Support organization
• Drive transformation initiatives, including process redesign and the adoption of AI-enabled support capabilities
• Build and lead a high-performing Technical Support organization while fostering a culture of accountability and continuous improvement

Required Qualifications

• 10+ years in Technical Support leadership roles within a SaaS, PaaS, or technical environment
• Proven experience scaling and modernizing technical support teams in a high-growth SaaS company
• Strong operational and analytical skills with experience managing SLAs and support metrics
• Demonstrated success in leading support transformation initiatives and cross-functional collaboration
• Hands-on experience with modern support platforms and ecosystems