Director of Support Engineering

About the Role

Lead our technical support efforts, ensuring clients receive exceptional service while driving AI-first innovations in support workflows. This is an exciting opportunity for a passionate leader to build and scale high-performing, distributed support teams.

Responsibilities

• Build, mentor, and inspire a high-performing, distributed team of Support Engineers, fostering a culture of excellence and AI-driven innovation.
• Lead AI-first transformations of support workflows and decision-making processes to enhance speed, accuracy, and quality.
• Own and optimize core support processes, including ticket management, incident response, and escalation procedures.
• Establish and monitor performance metrics to ensure high performance and efficient operations, ensuring compliance with SLAs.
• Design and implement enterprise-grade support processes and service delivery models.
• Act as a senior escalation leader during critical incidents, providing strategic guidance to internal teams and customer executives.
• Champion cross-functional alignment with Customer Success, Product, Engineering, and Professional Services to drive shared goals.
• Drive strategic initiatives to evolve the vision, strategy, and operating model of the Technical Support function in an AI-first world.
• Develop and execute a roadmap for scaling support operations, including automation, AI chatbots, and advanced knowledge management.

Requirements

• 5+ years of experience in technical support for enterprise software or SaaS platforms, with a strong emphasis on automation and AI innovation.
• 3+ years in leadership roles, with a proven ability to build and scale high-impact support organizations in fast-paced, AI-forward environments.
• Demonstrated success leading and developing organizations of 20+ employees, including managing managers.
• Proven ability to build globally distributed, high-performing teams, focusing on asynchronous collaboration and intelligent tooling.
• Exceptional communication skills, capable of distilling complex technical topics for both executive and technical audiences.
• Deep expertise in enterprise SaaS platforms, cloud architectures, and complex B2B software solutions.
• Demonstrated ability to develop and execute enterprise-level strategies with measurable business impact.

About the Team

Join a tight-knit team of tech professionals dedicated to tackling tough problems and delivering high-quality results. We foster a culture of continuous learning, growth, and mutual support, always striving for the best solutions. Our team values clear communication, collaboration, and a solutions-driven approach, even in hectic situations, ensuring our partners and teammates receive the support they need to succeed.