Senior Director of Technical Support

Job Summary

A company is looking for a Senior Director, Technical Support.

Key Responsibilities

• Oversee day-to-day support performance, including SLA, resolution time, and customer satisfaction
• Design and implement AI-driven workflows and automation to enhance support efficiency
• Collaborate with Engineering and Product teams to analyze recurring issues and influence product development

Required Qualifications

• 10+ years in Technical Support or related technical customer-facing roles, with at least 5 years in senior leadership
• Deep technical fluency in APIs, integrations, data flows, and customer architectures
• Hands-on experience with AI and automation in a support context
• Proven ability to scale technical support functions efficiently
• Strong operational acumen with experience in building escalation frameworks and incident response processes