Director of Technical Support

Join our team as the Director of Technical Support, where you will lead a global team of Technical Support Engineers and Managers, drive root-cause analysis for critical incidents, establish technical standards for case handling, and act as the primary bridge between Support and Engineering. You will also be responsible for defining, tracking, and reporting on Support KPIs, overseeing technical training programs, and fostering a culture of ownership and proactive problem-solving.

• Lead and manage a global team of Technical Support Engineers and Managers, ensuring high-quality support for complex cloud issues.
• Drive root-cause analysis for critical incidents, establish technical standards for case handling, and implement structured RCA processes.
• Collaborate with Product and Engineering teams to improve documentation, self-service resources, and product quality based on customer feedback.
• Solid understanding of REST APIs, SQL/NoSQL data stores, and enterprise authentication (SSO, OAuth, SAML)
• Demonstrated experience collaborating with software development teams to drive root-cause resolution and influence product quality
• Experience owning headcount planning, hiring, and team budget
• Proven track record scaling global, 24/7 technical support operations with data-driven KPIs
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• Strong systems thinking - able to balance day-to-day operational responsiveness with long-term process and product improvements
• Deep fluency in cloud architectures (AWS, Azure, or GCP) and SaaS data pipelines
• Immediate credibility with enterprise IT and security teams in high-pressure situations
• Ability to analyze logs, interpret stack traces, and use observability tools (Datadog, Splunk, OpenTelemetry) to identify systemic patterns
• Comfortable operating in ambiguity; track record of designing and scaling processes in fast-paced, high-growth environments
• Able to translate complex technical issues into clear, concise narratives for executive and customer stakeholders
• 10+ years in enterprise software or cloud-native SaaS, including 5+ years in a senior leadership role managing technical support or escalation engineering teams
• 3+ years of hands-on experience as a Software Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management
• Experience in cybersecurity or data security
• Experience building a Support organization or function from the ground up
• Familiarity efficiency (Python, Bash, or equivalent)
• Experience building or managing lab/sandbox environments for technical validation