Director of Technical Support Engineering

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the entire customer support journey, from initial issue intake to final resolution confirmation.

• Report directly to the VP of the Customer Solutions Group and oversee the Technical Support operations within CSG.

• Recruit, nurture, and lead a team of technical support engineers.

• Build a distributed team, starting with a focus on expanding in India.

• Create AI-assisted processes for intake, triage, investigation, and diagnostics, utilizing approved knowledge, logs, telemetry, and authorized customer context.

• Assess AI systems against actual support cases and establish permissions, privacy controls, human approvals, and escalation procedures.

• Manage intake, prioritization, technical investigations, escalations, resolutions, and customer communications.

• Define L1, L2, and Engineering handoffs and boundaries in collaboration with Services and Customer Architects.

• Ensure service levels are met, including reliable 24/7 critical incident response.

• Establish sustainable on-call rotations across Support and Engineering teams.

• Monitor response times, resolution rates, SLA adherence, and team workload.

• Revamp customer documentation and internal knowledge resources; manage knowledge bases and runbooks on GitHub.

• Transform investigations into reusable knowledge assets, diagnostic scripts, and tools.

• Collaborate with Engineering on ownership of escalations, incident response, root cause analysis, and implementation of permanent solutions.

• Incorporate support trends into discussions regarding customers and products.

• Partner on enhancing reliability, observability, diagnosability, and customer self-service options.

⛳️ Requirements

• Demonstrated success in building or transforming technical support functions, hiring and mentoring distributed technical support engineers, and taking ownership of customer outcomes while actively engaging in investigations.

• Proficient in hands-on troubleshooting across SQL, APIs, authentication, schemas, data synchronization, and exports.

• Proven experience in developing diagnostic scripts, tools, or automation that enhances support capabilities.

• Familiarity with designing and assessing AI-enabled support systems, including grounded responses, permissions, failure analysis, and human handoffs.

• Experience in converting investigations into reliable, version-controlled knowledge and runbooks, with definitive review and publishing responsibilities.

• Strong customer judgment in high-pressure situations.

• Ability to prioritize issues based on customer impact, severity, and contractual obligations.

• Sound judgment in capacity planning, benchmarking, and support economics.

• Effective communication with customers and robust collaboration with Engineering, Product, and customer-facing teams.

• Experience in supporting enterprise data platforms, cloud warehouses, or marketing technology, particularly in audience activation and destination integrations (preferred).

• Experience in scaling a technical team based in India, implementing Knowledge-Centered Service, or safely integrating an internal AI assistant into customer-facing support (preferred).

🏝️ Benefits

• Remote-first work culture.

• Flexible, goal-oriented work style.

• Flexible time off policy.

• Monthly company-wide Recharge Days.

• Annual home office stipend.

• 100% company-sponsored medical coverage for individual employees, including robust contributions for dependents, covering dental and vision.

• Comprehensive health, dental, vision, life, and disability coverage for Canadian employees (fully employer-paid).

• 401(k) or RRSP (Canada) plan with a generous company match.

• Quarterly Hackathons.

• Annual professional development stipend.

• Opportunity to work closely with a world-class executive team.

• Culture that fosters a learning mindset.

• Equity and additional opportunities for performance-based compensation.