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.
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.
