Director, Technical Support

Built and managed a global team of 30+ technical support engineers. Proven experience leading technical support for SaaS products 10+ years in customer facing technical support, or customer success roles 7+ years of people management, has experience in developing and leading technical support teams Experience working closely with leaders from Engineering, Product on bug tracking, escalations, and product quality improvements Have created and evolved a support organization from a start-up stage to larger scale Proven experience building partnerships with cross functional leaders from Product, Engineering, Sales and Customer Success Managed support teams for various customer segments sizes: Enterprise, Commercial, SMB Experience with Support, CRM and data analytics platforms preferred e.g., Zendesk, JIRA, Salesforce Database skills Javascript, CSS, HTML SSO (AD, Okta, OneLogin, etc.) Understanding of Oauth, SAML, etc. Strong understanding of cloud-based infrastructure especially AWS and web technologies Proven experience building partnerships with cross-functional teams including Customer Success, Sales etc. Leveraged AI to transform the customer experience and enhanced productivity of the support team

Develop and drive the overall strategy for global technical support and portfolio offerings to drive exceptional customer experience and retention Establish and monitor key performance indicators (KPIs) including CSAT, SLAs, resolution time, escalations, ticket backlog etc. Build, manage and evolve a robust and comprehensive end-to-end support processes to meet overall goals and KPIs Identify trends and research themes to advocate for holistic solutions to improve the customer experience Create processes and use metrics to provide customers with highly effective and responsive support Recruit, inspire and develop team members who bring a customer-centric view and a passion to solve customer problems Lead and mentor a global team of Technical Support Engineers, Leads and Managers across US and India Create a customer-centric culture among the support team Manage, grow and mentor the support team by creating career paths and providing growth opportunities for your team Serve as a point of escalation for high-impact technical issues, working cross-functionally with Engineering, Product and Customer Success teams Manage key escalations both internally and externally Foster and maintain strong customer relationships through direct interaction with strategic clients and ensure cross-organizational engagement in responding to escalations Act as the voice of the customer within the organization, and share customer feedback with Product and Engineering Collaborate with Product and Engineering teams to constantly improve processes and solve escalated technical issues Partner with and provide the product team with actionable data and insights to optimize quality, process, and documentation Work with internal stakeholders such as Product Management, Engineering, Customer Success, Professional Services, and Sales to enhance customer experience Leverage AI and automation capabilities to drive improvements in processes and customer experience Own and evolve the knowledge base and self-service support channels Collaborate with Content / Knowledge Base team to identify content to be created that can help with case deflection and improve customer experience