---
title: "Director of Technical Support"
description: "As 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."
url: "https://ordwaylabs.com/careers/director-of-technical-support/"
type: "Post"
publisher: "Ordway"
language: "en-US"
published: "2026-07-03T06:38:47+00:00"
updated: "2026-07-03T08:26:43+00:00"
author: "Ordway Labs"
categories:
  - "Careers"
---

# Director of Technical Support

## Position Overview

#### Department: Technical Suppport

#### Location: Hybrid – Remote + Office in Washington DC

As 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.

[Apply Now](https://airtable.com/appLbsrTWEvyUL1gW/pagdvRrcgpeOtqVO6/form)

### Job Responsibilities

* Lead 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.

### Requirements

* 5+ 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 Points**

* Familiarity with Agile development methodologies and Jira workflows.
* Knowledge of accounting principles or ERP integrations.

[Apply Now](https://airtable.com/appLbsrTWEvyUL1gW/pagdvRrcgpeOtqVO6/form)

## About Ordway

Ordway is an all-in-one billing and revenue automation platform for growing B2B SaaS companies, typically from post-Series A to pre-IPO. It combines [Subscription Invoicing](/products/subscription-invoicing-software/), [Recurring Billing](/products/recurring-billing-software/), [Metered Billing](/products/metered-billing-software/), [SaaS Billing](/lp/ordway-saas-billing/), [SaaS Accounting](/products/saas-accounting-software/) and [AI-Powered Revenue Management](/products/ai-powered-revenue-management/) to automate complex pricing models, streamline revenue recognition and accelerate the financial close.