Director of Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a worldwide team of Technical Support Engineers and Managers responsible for advanced troubleshooting across cloud platforms (AWS, Azure, GCP), APIs, data pipelines, and enterprise integrations.

• Act as the primary escalation point for intricate technical issues.

• Conduct root-cause analysis (RCA) for critical incidents and ongoing product problems.

• Develop technical standards for case management, diagnostics, and escalation procedures.

• Ensure team readiness through lab environments, sandbox systems, and reproducible test cases.

• Facilitate internal technical reviews of recurring issues to identify architectural or product enhancements.

• Serve as the main conduit between Support and Engineering, engaging in bug triage and sprint planning while representing customer impact.

• Recognize patterns in cases and proactively address product deficiencies before they escalate into customer-facing issues.

• Work closely with Product and Technical Writing teams to enhance documentation and self-service resources, thereby reducing unnecessary ticket volume.

• Design and refine processes that significantly enhance time-to-diagnosis and time-to-resolution.

• Define, monitor, and report on Support KPIs: CSAT, CES, MTTR, FRT, FCR, and escalation rate.

• Implement structured RCA and post-incident review methodologies.

• Supervise technical training initiatives that elevate team skills in debugging, scripting, and systems analysis, including regular "bug-a-thon" sessions focused on reducing systemic issues.

• Recruit, mentor, and nurture highly skilled support engineers and managers across various regions.

• Create technical career pathways within Support (e.g., Tier 3 Engineer, Escalation Engineer, Product Liaison).

• Promote a culture of ownership, analytical rigor, and proactive problem-solving rather than reactive ticket management.

⛳️ Requirements

• 10+ years of experience in enterprise software or cloud-native SaaS, including over 5 years in a senior leadership position managing technical support or escalation engineering teams.

• At least 3 years of hands-on experience as a Software Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer before transitioning into management.

• Proven ability to scale global, 24/7 technical support operations using data-driven KPIs.

• Experience in headcount planning, recruitment, and team budgeting.

• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

• Extensive knowledge of cloud architectures (AWS, Azure, or GCP) and SaaS data pipelines.

• Proficient in analyzing logs, interpreting stack traces, and utilizing observability tools (Datadog, Splunk, OpenTelemetry) to identify systemic patterns.

• Strong understanding of REST APIs, SQL/NoSQL data stores, and enterprise authentication (SSO, OAuth, SAML).

• Demonstrated ability to work collaboratively with software development teams to drive root-cause resolutions and influence product quality.

• Capable of translating complex technical challenges into clear and concise narratives for executive and customer stakeholders.

• Instant credibility with enterprise IT and security teams in high-pressure scenarios.

• Strong systems thinking, able to balance daily operational responsiveness with long-term process and product enhancements.

• Comfortable navigating ambiguity; a proven track record of designing and scaling processes in dynamic, high-growth environments.

🏝️ Benefits

• Flexibility to work remotely, along with office setup reimbursement.

• Competitive salary.

• Unlimited PTO.

• Paid holidays and sick leave.

• Comprehensive health, vision, and dental insurance.

• Life insurance, as well as short and long-term disability coverage.