Director of Technical Support

Director Of SupportAs a Director of Support, you will lead a high-performing team of Technical Support Engineers dedicated to resolving product issues, improving customer satisfaction, and ensuring the overall health of client implementations. You will work closely with cross-functional teams including Product, Engineering, and Customer Success to advocate for customers, enhance support processes, and scale technical operations in a rapidly evolving environment.Job ResponsibilitiesLead and manage a global team of Technical Support Engineers to deliver timely, high-quality customer support across multiple time zones.Own the technical support operations including ticket management, escalations, root cause analysis, and knowledge base documentation.Collaborate with Product and Engineering teams to resolve complex issues, perform bug triage, and communicate product improvements based on customer feedback.Define and track key performance indicators (KPIs) such as ticket resolution time, customer satisfaction (CSAT), and first response time.Develop and implement support strategies, SLAs, and operational processes to optimize efficiency and consistency.Build and maintain technical documentation and self-service resources to improve customer self-resolution rates.Act as a point of escalation for critical customer issues and manage high-severity incidents with professionalism and urgency.Hire, mentor, and coach support team members; foster a culture of continuous learning, accountability, and excellence.Requirements5+ years of experience in technical support, including 2+ years in a managerial or team lead capacity in a SaaS or enterprise software environment.Prior experience in a high-growth B2B SaaS company, especially in fintech or billing/revenue domains.Strong technical background in web-based platforms, APIs, and data integration (e.g., REST, JSON, SQL).Hands-on experience working with support tools like Jira, Zendesk, Salesforce, or similar ticketing and CRM platforms.Excellent leadership, communication, and people management skills with a customer-first mindset.Experience working cross-functionally with Product, Engineering, and Customer Success teams.Proven ability to analyze support data, identify trends, and drive process improvements.Bachelor's degree in Computer Science, Engineering, or a related field preferred.Bonus PointsFamiliarity with Agile development methodologies and Jira workflows.Knowledge of accounting principles or ERP integrations.