Director of Technical Support Engineering
New
J
JobgetherEnterprise software
Based in Canada, 24/7 critical incident coverageFull-TimeDirector
SalaryCanada: CAD $240,000–$250,000. Equity compensation and additional variable compensation opportunities.
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Job Details
- Required Skills
- SQLRESTful APIsGitHub
Requirements
- Experience building, scaling, or transforming technical support engineering organizations, including recruiting, managing, and coaching distributed technical teams.
- Hands-on technical troubleshooting experience across SQL, APIs, authentication, data schemas, synchronization processes, and data exports.
- Ability to develop diagnostic scripts, internal tools, and automation to improve investigation efficiency and support outcomes.
- Experience designing, implementing, and evaluating AI-enabled support systems, including grounded AI responses, permission management, failure analysis, risk controls, and human escalation workflows.
- Experience developing structured, version-controlled technical documentation, knowledge bases, and operational runbooks with review and publishing processes.
- Ability to prioritize complex customer issues by business impact, severity, and contractual commitments, including when the cause is unclear.
- Ability to manage customer expectations, communicate uncertainty transparently, and coordinate with technical and non-technical stakeholders.
- Experience with capacity planning, workforce management, operational benchmarking, and support economics.
- Strong leadership and coaching capabilities, with a hands-on, accountable approach to problem-solving and continuous improvement.
- Ability to collaborate with Engineering, Product, Services, Customer Architects, and other customer-facing teams.
- Nice to have: experience supporting enterprise data platforms, cloud data warehouses, or marketing technology solutions.
- Nice to have: experience scaling technical support teams based in India or familiarity with Knowledge-Centered Service (KCS).
- Nice to have: experience expanding internal AI assistants into customer-facing support and building support functions for complex, data-intensive enterprise software.
Responsibilities
- Recruit, develop, and manage a technical support engineering team while setting technical standards and participating in complex customer investigations.
- Expand and manage geographically distributed teams, initially focusing on India, and develop staffing, coverage, and resource-allocation models.
- Design AI-assisted workflows for support intake, triage, investigation, and diagnostics using approved knowledge bases, logs, telemetry, and authorized customer information.
- Evaluate AI-powered support solutions and establish privacy controls, permissions, human approval processes, and escalation procedures.
- Oversee the support lifecycle from intake and prioritization through investigation, escalation, resolution, and customer communication.
- Establish service standards, 24/7 critical incident coverage, escalation paths, sustainable on-call rotations, and recovery practices.
- Modernize customer documentation, internal knowledge bases, and technical runbooks, managing version-controlled resources through GitHub.
- Turn recurring investigations into documentation, diagnostic scripts, and automated tools that improve visibility and reduce repetitive requests.
- Partner with Product and Engineering on escalations, incident ownership, root cause analysis, and product and infrastructure improvements.
- Monitor response times, resolution rates, SLA attainment, customer outcomes, and team workload to inform operational and customer experience improvements.
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