Full-Time Director of Technical Support

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For one of our clients, we are looking for a Director of Technical Support, remotely from the United States.

As the Director of Technical Support, you will define and lead the strategy for customer support, ensuring exceptional service for all clients. You will build, mentor, and guide a high-performing technical support team, fostering innovation and operational efficiency across regions and time zones. Your focus will be on enhancing the customer experience, improving team performance, and advocating for customer needs within the company, all while staying up-to-date on industry trends to maintain a competitive edge.

Accountabilities:

• Develop and execute a strategic technical support plan that aligns with company goals and drives customer success.
• Build, manage, and inspire a team of support engineers and managers across different levels, including a custom development team.
• Establish scalable processes to accommodate growth across regions and time zones.
• Define and track key performance indicators (KPIs) to measure the success and quality of the technical support team.
• Act as a strong customer advocate, collaborating with product, engineering, and sales teams to address feedback and improve product offerings.
• Oversee day-to-day support operations, ensuring timely issue resolution and customer satisfaction.

Requirements

• 7+ years of leadership experience in technical support or customer success, with 3+ years in a senior global leadership role.
• Proven track record of managing and scaling technical support teams in a SaaS or DevOps environment.
• Experience with development methodologies, developer tools (Jira, Git, CI/CD), and cloud platforms (AWS, Azure, GCP).
• Familiarity with support tools such as Zendesk, Salesforce, and Jira.
• Excellent leadership, communication, and organizational skills, with a strong focus on customer-first problem solving.
• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent experience.

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