Director of Tier 3 and Support Engineering
New
J
JobgetherB2B SaaS
Based in the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- At least seven years of experience in technical support, support engineering, or escalation management, including at least three years in leadership roles and demonstrated experience managing managers.
- Required Skills
- SQLJiraRESTful APIsTechnical support
Requirements
- Have at least seven years of experience in technical support, support engineering, or escalation management.
- Have at least three years of leadership experience, including demonstrated experience managing managers.
- Show success building, developing, and scaling technical support or support engineering teams.
- Bring experience managing international teams and collaborating with outsourced or BPO support partners; this is highly desirable.
- Have hands-on experience managing complex support escalations and bug triage workflows with Engineering.
- Have experience leading support teams through production incidents, service outages, and other high-impact technical situations.
- Be able to investigate technical issues by reviewing logs, working with APIs and integrations, and writing basic SQL queries.
- Have strong experience with Jira; experience with Intercom is strongly preferred, and familiarity with Zendesk or Salesforce Service Cloud is valuable.
- Have experience applying AI-powered tools and automation to customer support workflows.
- Hold a bachelor's degree or have equivalent professional experience.
- Healthcare technology or dental industry experience is an advantage, particularly familiarity with dental practice management systems, payment processing, VoIP, and telephony solutions.
Responsibilities
- Lead, coach, and develop managers and specialists across Tier 3 Support and Support Engineering.
- Own the escalation process from Tier 2 handoffs through complex issue resolution and Engineering collaboration.
- Oversee high-priority technical cases involving enterprise customers, dental service organizations, and at-risk accounts.
- Manage the support-side bug lifecycle, including investigation, reproduction, triage, severity assessment, documentation, and Engineering follow-up.
- Lead support for complex product areas, including practice management system integrations, payment solutions, telephony, and AI-powered voice technologies.
- Lead Support's response to critical P0/P1 production incidents and coordinate triage, internal communications, customer updates, and post-incident reviews.
- Translate escalation trends, bug reports, and customer feedback into recommendations for Product, Engineering, and other stakeholders.
- Identify and implement opportunities to use AI-powered tools and automation, including Intercom Fin.
- Define, monitor, and report on support metrics, including escalation rates, time to resolution, bug aging, reopen rates, and CSAT for escalated cases.
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