Director, Technical Experience

About the role

Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and CX goals.

Develop and execute high-level strategies to enhance support service delivery, operational efficiency, and scalability—positioning Technical Support as a competitive differentiator.

Champion innovation and adoption of best practices within technical support processes, leveraging emerging technologies and industry trends to maintain market leadership.

Lead the AI transformation of the Technical Support function—identifying and implementing AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and elevate the quality of customer interactions.

Collaborate closely with executive leadership to integrate Technical Support strategies with overall company direction and priorities.

Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics.

Drive continuous improvement in support delivery processes with a focus on quality, efficiency, scalability, and reduced customer effort—leveraging AI and data-driven insights to proactively identify gaps and optimize outcomes.

Serve as the primary executive escalation point for critical technical issues and high-stakes customer engagements, ensuring rapid and effective resolution.

Establish, oversee, and report on key performance indicators (KPIs) that measure the effectiveness and efficiency of technical support services.

Lead, inspire, and develop a multi-level organization of senior managers, managers, and individual contributors within Technical Support.

Oversee recruitment, development, and retention of top technical talent, fostering a culture of high performance, accountability, and continuous professional growth.

Promote a culture of collaboration within Technical Support and across CX, Product, Engineering, and Sales functions.

Act as the primary executive point of contact for key customer relationships within the Technical Support domain, ensuring needs and expectations are consistently met and exceeded.

Foster and maintain trusted executive-level relationships with key customers, partners, and stakeholders.

Collaborate with Customer Success, Sales, Product, and Engineering to drive cross-functional initiatives and ensure seamless platform support.

Ensure all Technical Support activities comply with Intradiem policies, procedures, and relevant regulatory requirements.

Qualifications

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.
• Typically requires a minimum of 12+ years of related experience, with 5+ years in a senior leadership role managing technical teams.
• Proven track record in strategic leadership and execution within a technical support environment.
• Deep technical acumen with substantial experience in Customer Support and Software as a Service (SaaS) environments.
• Demonstrated experience driving large-scale innovation and process optimization initiatives across multi-team organizations.
• Familiarity with AI-powered support tools (e.g., intelligent triaging, virtual agents, AI-assisted resolution, predictive analytics); experience leading or participating in an AI transformation initiative within a support or CX organization is a plus.
• Exceptional executive leadership skills with a proven ability to develop and lead high-performing, multi-level teams.
• Excellent communication, negotiation, and presentation skills, with the ability to influence and engage senior stakeholders and executive leadership.
• Strong strategic thinking and analytical skills, with a data-driven approach to decision-making.
• In-depth knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred.
• Experience in Computer Networking is preferred.
• Experience working with third-party software integrations in a contact center environment is preferred.