Director of Tier 3 Support Engineering

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

📋 Description

• Manage Tier 3 Support and Support Engineering teams.

• Deliver real-time product knowledge and address issues escalated from front-line support levels.

• Examine technical defects, replicate and assess bugs, and collaborate with Engineering for resolution.

• Mentor, guide, and develop managers and specialists, encompassing hiring, performance evaluation, and career growth.

• Establish role expectations, skill progression paths, and promotion frameworks from Tier 1 and Tier 2 to Tier 3 and Support Engineering.

• Oversee the escalation process from Tier 2 handoff to Tier 3 resolution and Engineering involvement.

• Collaborate with Tier 1 leadership to ensure escalations capture the appropriate issues and details.

• Take ownership of the resolution for critical issues affecting Enterprise/DSO and at-risk accounts.

• Set up and manage on-call availability for urgent issues.

• Manage the bug lifecycle from triage and reproduction to Jira handoff, follow-up, and customer engagement.

• Work with Engineering and Product teams to prioritize bugs based on their impact on customers.

• Direct support for practice management system integrations, payment processing, telephony, and AI voice solutions.

• Lead the support response for P0/P1 incidents, including triage, internal coordination, customer communication, and post-incident analysis.

• Collaborate with Product and Engineering on go-live preparedness.

• Transform escalation and bug data into prioritized insights for Product and Engineering teams.

• Work with Learning & Development and Tier 1 leadership to disseminate knowledge throughout support tiers.

• Leverage AI and automation, including Intercom Fin, to minimize escalation volume and enhance diagnostic speed.

• Own and report on escalation metrics, including escalation rate, resolution time, escalation and bug aging, reopen rate, and Customer Satisfaction (CSAT) for escalated cases.

• Report directly to the VP of Customer Support and collaborate with the Director of Tier 1 Support Operations.

• Lead managers and specialists within a global support organization of approximately 60 members.

⛳️ Requirements

• Minimum of 7 years in technical support, support engineering, or escalations.

• At least 3 years in a leadership role.

• Proven experience in managing other managers.

• Successful history of building and scaling technical support or support engineering teams, preferably in a B2B SaaS environment.

• Practical experience in managing bug triage and escalation processes with Engineering, including Jira.

• Experience leading a support team through production incidents and service outages.

• Familiarity with working alongside outsourced or BPO support partners.

• Proficient in reading logs.

• Experience with APIs and integrations.

• Basic SQL writing capabilities.

• Strong preference for experience with Intercom.

• Relevant experience with Zendesk or Salesforce Service Cloud.

• Experience in applying AI tools to enhance support workflows.

• Ability to maintain composure and sound judgment in complex, high-pressure customer situations.

• Excellent and confident communication skills with customers, executives, and engineers.

• Data-driven approach to metrics and performance evaluation.

• Bachelor's degree or equivalent professional experience.

• Successful completion of a background check, which may include verification of education, employment history, and other credentials.

🏝️ Benefits

• Flexible Paid Time Off.

• 10 paid holidays recognized company-wide.

• Competitive offerings for Medical, Dental & Vision.

• Options for buy-up plans.

• Company-matched HSA contributions.

• Fully Paid Parental Leave.

• 401K Retirement savings plan with a company match up to 5.5% of your earnings.

• Unlimited access to personal financial advisors.

• Learning & Development Reimbursement program.

• Company-paid Life, Disability & AD&D insurance.

• Programs for Mental Health support.

• Discounts for cellphone and gym memberships.

• Corporate Sundance Passes.