Director of Customer Technical Support - 1021

Major Responsibilities

• Mentor global technical support teams (Moscow, India) to deliver 24/6 coverage.
• Foster a high-performance culture focused on technical growth and development.
• Manage a Moscow-based part-time team with complex scheduling and resource planning.
• Champion coaching for early-career reps with regular feedback and clear career paths.
• Set performance standards and drive continuous learning through training and knowledge sharing.
• Oversee India team operations to ensure seamless handoffs and consistent global support.
• Partner with SVP of Client Success & Support to drive support strategy and efficiency.
• Optimize knowledge base and documentation to enhance customer experience.
• Lead adoption of AI-driven, self-service support solutions.
• Enable engineers to identify root product issues and deliver strategic solutions.
• Promote a solution-oriented mindset with strong problem qualification and value articulation.
• Define and track KPIs (e.g., time to resolution, first contact resolution).
• Implement scalable processes for consistent, high-quality service delivery.
• Adapt support strategies to evolving client needs and technical complexity.
• Act as escalation point for complex issues, coordinating cross-functional resolution.
• Use data insights to guide strategy, team development, and resource planning.
• Assess performance and align decisions with business objectives.
• Partner cross-functionally to inform product roadmap with client feedback.
• Establish reporting cadences to surface technical health and product risks.
• Drive innovation through a culture of creativity and solution-focused thinking.

Requirements

• 8+ years in technical support or customer engineering, with a track record of leading high-performing teams.
• Based in Moscow, Idaho with ability to work onsite daily.
• Experience managing international teams, including India-based operations.
• Strong leadership and coaching skills with a focus on developing early-career talent.
• Strategic thinker able to align technical insights with business goals and influence executives.
• Proven ability to build scalable systems and processes that improve service delivery.
• Data-driven, with strength in both qualitative and quantitative analysis.
• Excellent communicator with the ability to build trust across executives, clients, and teams.
• Experience managing part-time teams and complex scheduling.
• Highly organized, proactive, and focused on continuous improvement.

Qualifications

• Education: Bachelor's degree in Computer Science, Engineering, or related field.
• Professional certifications in technical support or customer engineering preferred.

Skills

• Technical expertise in relevant areas (e.g., software, hardware, network).
• Strong interpersonal and communication skills.
• Ability to manage multiple projects and priorities simultaneously.
• Proficiency in project management tools and methodologies.
• Knowledge of industry best practices and trends in technical support and customer success.

Benefits

• Competitive salary commensurate with experience.
• Flexible work schedule.
• Health insurance benefits.
• Retirement savings plan.
• Professional development opportunities.
• Employee recognition program.

Pay

Commensurate with experience.

Schedule

Full-time.