Director of Technical Support Engineering
New
G
GrowthLoopMarketing technology
We are open to candidates based in Canada or the United States.Full-TimeDirector
SalaryThe salary range for this role is $170,000–$180,000 USD or $240,000–$250,000 CAD. Total compensation includes equity and additional opportunities for variable compensation.
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Job Details
- Required Skills
- SQLRESTful APIsDebuggingGitHub
Requirements
- Demonstrated experience building or transforming technical support and owning customer outcomes end to end while remaining active in investigations.
- Experience hiring and coaching distributed technical support engineers.
- Hands-on troubleshooting experience across SQL, APIs, authentication, schemas, data syncs and exports.
- Evidence of building diagnostic scripts, tools or automation that improved support.
- Experience designing and evaluating AI-enabled support systems, including grounded answers, permissions, failure analysis and human handoffs.
- Experience turning investigations into reliable, version-controlled knowledge and runbooks, with clear review and publishing ownership.
- Strong customer judgment under pressure, including prioritizing by customer impact, severity and contractual commitments.
- Ability to communicate uncertainty honestly, set expectations and work across teams to move stalled issues toward resolution.
- Judgment in capacity planning, comparable benchmarking and support economics.
- Effective customer communication and partnership with Engineering, Product and customer-facing teams.
- Experience supporting enterprise data platforms, cloud warehouses or marketing technology is a plus.
- Experience scaling an India-based technical team, implementing Knowledge-Centered Service or expanding an internal AI assistant into customer-facing support is a plus.
Responsibilities
- Recruit, develop and lead technical support engineers, set expectations for SQL, APIs, debugging and cloud data systems, and stay hands-on in complex cases.
- Build a distributed team, initially focused on expansion in India, and recommend staffing, hiring models and sustainable coverage.
- Build AI-assisted intake, triage, investigation and diagnostic workflows using approved knowledge, logs, telemetry and authorized customer context.
- Evaluate AI workflows against real support cases and define permissions, privacy controls, human approval and escalation safeguards.
- Own intake, prioritization, investigation, escalation, resolution and customer communication, with clear handoffs and issue ownership.
- Own service levels and critical incident response, and build sustainable on-call rotations with severity thresholds, escalation paths and backup coverage.
- Track response, resolution, SLA attainment and team workload to align coverage with customer needs.
- Manage customer documentation, internal knowledge and runbooks in GitHub, including review and publishing standards.
- Turn investigations into reusable knowledge, diagnostic scripts and tools, and improve visibility into customer workloads, integrations and infrastructure.
- Partner with Engineering and Product on escalations, incident response, root cause analysis, permanent fixes, reliability and customer self-service.
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