Director of Customer Support Engineering - Remote

Overview

This leadership role offers the opportunity to shape and scale a global technical support organization that ensures exceptional customer experiences across complex software platforms.

In Short

• Lead and mentor Support Managers and their teams.
• Develop, implement, and optimize incident management protocols.
• Establish and track support metrics for performance improvements.
• Identify recurring customer issues and collaborate with Product and Engineering.
• Serve as the escalation point for complex technical issues.
• Guide the team in troubleshooting and API debugging.
• Advocate for customer needs in product roadmap discussions.
• Lead technical enablement programs for support teams.
• Represent the organization in high-stakes customer interactions.
• Develop strategies for proactive support.

Requirements

• Experience in customer support engineering.
• Strong leadership and team management skills.
• Technical expertise in software platforms.
• Ability to analyze and optimize processes.
• Excellent communication skills.
• Experience in incident management and escalation protocols.
• Passion for customer satisfaction and continuous improvement.
• Ability to thrive in fast-growing environments.
• Experience with metrics tracking and analysis.
• Proven problem-solving skills.

Benefits

• Opportunity to shape a global support organization.
• Collaborative work environment with cross-functional teams.
• Impact on customer trust and company reputation.
• Career growth opportunities in a fast-growing company.
• Ability to work remotely.