Technical Support Director

Job Summary

Focused on delivering exceptional customer experiences, the full-time Strategic Customer Technical Support Director will provide expert support for HID's PACS products, manage complex customer environments, and act as a senior escalation point while collaborating cross-functionally in a remote setting.

Key responsibilities:

• Provide direct support to priority customers and partners using HID PACS products and solutions
• Act as a senior escalation point for complex technical and non-technical customer issues
• Drive continuous improvement across support operations using KPIs and data-driven insights

Required qualifications:

• 10+ years of experience in technical service and product support
• Bachelor's degree required, preferably in a technical discipline
• Proven leadership experience in technical support for complex software/hardware solutions
• Strong knowledge of HID PACS technologies and experience managing strategic customers
• Experience developing technical capabilities within teams through mentoring and coaching