Director of Customer Support Engineering - Remote

Overview

The Director of Customer Support Engineering will lead and scale a global team responsible for resolving complex technical issues, driving customer trust, and serving as the technical voice of the customer.

In Short

• Provide leadership and coaching to develop and mentor Support Managers and their teams.
• Establish a culture of accountability, technical excellence, and customer-first thinking.
• Collaborate cross-functionally with Product, Engineering, QA, Implementation, and Customer Success.
• Develop and optimize incident management, escalation protocols, and root cause analysis processes.
• Implement support metrics (SLAs, CSAT, NPS, backlog) to drive performance improvements.
• Identify recurring customer issues and partner with Engineering/Product to address them.
• Serve as the escalation point for complex technical issues.
• Guide the team in troubleshooting, log analysis, API debugging, and integration support.
• Advocate for customer needs in product roadmap discussions.
• Lead technical enablement programs for support engineering and customer-facing teams.

Requirements

• At least 10 years in technical support/engineering roles, with 5 years in people leadership.
• Bachelor’s in Computer Science, Engineering, or equivalent experience.
• Experience managing high-performing technical teams.
• Ability to shape strategy for global Support Engineering.
• Strong problem-solving skills for complex customer and product issues.
• Excellent collaboration skills to engage executives and major customers.
• Capability to direct activities of a global technical support team.

Benefits

• Remote work environment with a flexible work schedule.
• Annual company offsite.
• Generous leave package including flexible time off policy, 13 paid holidays, and paid parental leave.
• Medical, dental, and vision insurance for you and your family.
• 401(k) company match.
• One-time workspace reimbursement for optimizing your remote workspace.