Director of Technical Support - (Remote - US)

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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.

Responsibilities:

• 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.