Director of Technical Experience (Support) - Remote

Overview

This position is for a Director of Technical Experience (Support) at Intradiem, focusing on enhancing support quality and customer satisfaction for a global SaaS platform.

In Short

• Lead the global support strategy for a SaaS platform.
• Drive incident management and technical support excellence.
• Mentor and manage a team of Technical Support Engineers.
• Establish and improve KPIs for customer satisfaction.
• Act as a senior escalation point for critical issues.
• Collaborate with cross-functional teams to enhance service delivery.
• Optimize resource models and manage budgets.
• Stay updated on industry trends and best practices.

Requirements

• Proven experience in technical support leadership.
• Strong understanding of incident management practices.
• Experience in KPI development and tracking.
• Ability to mentor and develop high-performing teams.
• Excellent communication and collaboration skills.
• Familiarity with ITSM tools and practices.
• Budget management experience.
• Knowledge of emerging technologies in support operations.

Benefits

• Opportunity to influence company objectives.
• Dynamic and collaborative work environment.
• Career growth and development opportunities.
• Competitive salary and benefits package.