Director, Technical Support Engineering
New
S
SamsaraIoT, SaaS
This is a remote position open to candidates based in the U.S.Full-TimeDirector
Salary132,720 - 213,300 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceData AnalysisSalesforceSaaSZendeskTechnical supportCRM
Requirements
- BS in Engineering (Computer Science, Information Systems, or related field); MBA is a plus.
- 10+ years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level.
- Demonstrated combination of hardware/equipment and cloud-based product experience.
- Proven experience taking support organizations through rapid growth and expansion.
- Experience managing mid-market and enterprise support teams in a highly technical environment.
- Strong experience and familiarity with AI tools like Claude, Gemini, Glean, and Granola.
- Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
- Proficiency in multiple CRM platforms such as Zendesk or Salesforce.
- Strong analytical, data-driven, problem-resolution, and decision-making skills.
- Ability to influence others, including those outside of the immediate team.
Responsibilities
- Lead and scale the current team of 70+ remote and in-office support agents, engineers, and managers.
- Ensure contractual SLAs on response times and internal OLAs on resolution times are met across all communication channels.
- Drive resolution on technical issues affecting customers in coordination with Product, Sales, and Customer Success.
- Hire, develop, and lead inclusive, engaged, and high-performing teams across several geographies.
- Conduct data analysis and derive performance insights from KPIs to drive decision making that improves customer experience and product quality.
- Partner with L3 Support, Sales, and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution.
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