Director, Support Engineering
New
J
JobgetherSaaS, Developer Tools
Germany (Structured location); Fully remote working opportunity within Europe (Benefits)Full-TimeDirector
SalaryLocation-based competitive salary
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Job Details
- Experience
- 7+ years
- Required Skills
- RESTful APIsDebuggingSaaSCross-functional collaborationTechnical support
Requirements
- 7+ years of experience in technical support or Support Engineering.
- Minimum 3 years in a leadership or management position.
- Proven experience building or leading teams within a developer-first or API-driven SaaS environment.
- Ability to read code, troubleshoot complex issues, and debug API integrations.
- Understanding of headless architectures and content delivery infrastructure.
- Strong understanding of technical challenges faced by enterprise customers.
- Demonstrated ability to drive data-driven improvements using operational metrics.
- Exceptional written and verbal communication skills.
- Experience managing managers and developing organizational structures is an advantage.
- Ability to operate effectively in a remote, multicultural, and cross-functional environment.
Responsibilities
- Lead and scale a globally distributed Support Engineering organization.
- Manage daily support operations including queue management, triage, SLA adherence, and escalation management.
- Partner with Engineering, Product, and Customer Success to resolve complex enterprise technical challenges.
- Define and improve support infrastructure, workflows, tooling, and documentation.
- Translate systemic customer and product issues into actionable feedback for internal teams.
- Monitor key support metrics like CSAT, first response time, and mean time to resolution.
- Hire, mentor, and develop a high-performing team of engineers and managers.
- Represent the Support Engineering function in strategic planning and cross-functional initiatives.
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