Director, Technical Support

We need to output HTML fragment with sections: About the role? Actually posting includes "Our mission and why it matters", "Your Role", "What You'll Do", "What We're Looking For", "What You Can Expect From Us", "Our Recruitment Process", "About Hoxhunt", "Compensation Range". We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we need to map content accordingly. The instruction: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we should create headings that match those generic names, but only if posting has real specific content for it. We need to decide which sections to include based on content. We have: - About the role: we have "Your Role" description. Could map to "About the role". Provide prose. - Responsibilities: "What You'll Do" list of duties. - Requirements/Qualifications/Skills: "What We're Looking For" includes leadership experience, technical support experience, skills. Could combine into Requirements and maybe Skills. - Benefits: "What You Can Expect From Us" includes compensation, working ways, benefits, perks. Pay: compensation range. Schedule: maybe hybrid work setting? Not explicit schedule but we have flexible hybrid work setting, quarterly travel. Could include Schedule? Might be okay if we have content: "Working ways: flexible, hybrid work setting. Expected to collaborate from Minneapolis office, with quarterly travel to Finnish headquarters." That's schedule-ish. But instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. It does state compensation range, benefits, working ways. So we can include Pay, Benefits, Schedule. - About Hoxhunt: maybe not needed as a heading; could be omitted or put under About the role? But we have "About Hoxhunt" describing company. Could be omitted if not matching headings. The instruction: include a section ONLY when posting has real, specific content for it — never emit a heading followed by filler/placeholder text. So we could include a section "About the company" but not in allowed list. The allowed list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should stick to those. So we can omit About Hoxhunt or incorporate into About the role? Probably better to omit. - Recruitment Process: not in allowed headings; we should omit. Thus we will produce sections: About the role, Responsibilities, Requirements, Skills, Benefits, Pay, Schedule. Possibly Qualifications separate? Could combine Requirements and Qualifications. But we can have both if content distinct. "What We're Looking For" includes leadership experience, years, skills. Could split into Requirements (experience) and Skills (technical & soft). Let's do: - About the role: prose from "Your Role" paragraph. - Responsibilities: bullet list from "What You'll Do". - Requirements: bullet list for experience requirements: "3 to 5 years of leadership experience managing a technical support or customer support team.", "5+ years of overall experience within technical support, in a B2B SaaS environment." - Skills: bullet list for leadership/communication, fast-paced, people focus, technical foundation. - Benefits: bullet list from perks: medical/dental/vision, life insurance, PTO, holidays, wellness benefits, paid parental leave, 401(k) match, etc. Also mention "comprehensive benefits package". - Pay: paragraph with compensation range: "$125,000 - $135,000 depending on your experience." - Schedule: paragraph about flexible hybrid work setting, expected to collaborate from Minneapolis office, quarterly travel to Finnish headquarters. We must not repeat job title as heading. No Job ID. Remove boilerplate like recruitment process, about Hoxhunt, mission statement? The mission statement at start: "Our mission and why it matters ..." That's not in allowed headings; we could omit or maybe incorporate into About the role? Probably omit as not needed. We must preserve ALL substantive information; do not invent or summarize away detail. So we need to keep all details from sections we include. Ensure we don't lose any detail from those sections. Let's extract details: Your Role paragraph: "We are looking for an experienced Director, Technical Support to join our team in Minneapolis. In this role, you will lead our US Technical Support function, serving as the driving force behind support operations in the region. You bring a strong blend of technical expertise and people leadership, building trusted relationships across teams, proactively managing stakeholders, and driving cross-functional collaboration to deliver exceptional outcomes. You'll own customer escalations, acting as the primary liaison between our US customers and our headquarters in Finland to ensure timely communication and issue resolution. This role is ideal for someone who thrives in a fast-paced scale-up environment, takes initiative, adapts quickly, and enjoys solving complex challenges as they emerge." We'll put that as prose under About the role. What You'll Do bullet points: - Lead, develop, and grow a team of technical support professionals, owning hiring decisions, providing clear feedback and 1:1 coaching, and building the team structure needed to scale US operations. - Act as the primary point of contact for customer escalation calls, ensuring issues are resolved with empathy and efficiency. - Drive cross-departmental collaboration, working closely with Product, Engineering, and Customer Success to solve complex problems and improve the customer experience. - Assist with the implementation and optimization of our support tooling, including leading an active platform migration as part of our broader support modernization effort. - Manage up effectively, translating customer needs and US market behaviors into actionable insights for our global leadership team. - Serve as the strategic link between our US customer base and our product and engineering teams in Helsinki, translating regional patterns, escalations, and market behavior into decisions that shape the global product. Frequent travel to HQ in Finland is part of how this gets done. - Own the metrics that define support quality, including SLA attainment, CSAT, and escalation resolution time, and report on US support performance to leadership with clarity and context. We need to preserve all detail; keep as bullet list. What We're Looking For bullet points: - 3 to 5 years of leadership experience managing a technical support or customer support team. - 5+ years of overall experience within technical support, in a B2B SaaS environment. - Exceptional leadership and communication skills, with a proven ability to give constructive feedback, manage up, and translate cultural nuances effectively. - Comfort operating in a fast-paced, scale-up environment where you must be a self-starter, a proactive problem solver, and flexible with your time. - A strong focus on people and processes while having a hands-on technical troubleshooting attitude. - A working technical foundation: familiarity with concepts like APIs, SSO, email infrastructure, or enterprise security environments. You won't be expected to know Hoxhunt's stack on day one, but you should be able to learn it quickly and engage meaningfully with both customers and engineers. We'll split: Requirements (experience) and Skills (leadership/communication, fast-paced, people focus, technical foundation). Could also include "Exceptional leadership and communication skills" as skill. "Strong focus on people and processes while having a hands-on technical troubleshooting attitude" as skill. "Working technical foundation" as skill. Thus: Requirements: - 3 to 5 years of leadership experience managing a technical support or customer support team. - 5+ years of overall experience within technical support, in a B2B SaaS environment. Skills: - Exceptional leadership and communication skills, with a proven ability to give constructive feedback, manage up, and translate cultural nuances effectively. - Comfort operating in a fast-paced, scale-up environment where you must be a self-starter, a proactive problem solver, and flexible with your time. - A strong focus on people and processes while having a hands-on technical troubleshooting attitude. - A working technical foundation: familiarity with concepts like APIs, SSO, email infrastructure, or enterprise security environments. You won't be expected to know Hoxhunt's stack on day one, but you should be able to learn it quickly and engage meaningfully with both customers and engineers. Benefits: from "What You Can Expect From Us": includes compensation (but we separate Pay), working ways (flexible hybrid), high performance meets high humanity, authentic trust & autonomy, product you can be proud of, perks that matter: comprehensive benefits package including medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO, 11 paid holidays plus 2 floating holidays, wellness benefits, paid parental leave, a 401(k) match, and more. Plus, you’ll get to collaborate from our wonderful office in Minneapolis! We need Benefits section: list of benefits (medical/dental/vision, life insurance, PTO, holidays, wellness benefits, paid parental leave, 401(k) match). Also mention "portion of premiums covered by the company". Also "collaborate from our wonderful office in Minneapolis!" maybe more of a perk but could be in Schedule? We'll keep in Benefits. Pay: compensation range: "Annual base salary of $125,000 - $135,000 depending on your experience." Schedule: flexible, hybrid work setting. Expected to collaborate from Minneapolis office, with quarterly travel to Finnish headquarters. We should not include "Working ways: We work in a flexible, hybrid work setting. You are expected to collaborate from our Minneapolis office, with quarterly travel to our Finnish headquarters." That's schedule. Now produce HTML fragment with

headings and

or

• . Ensure no extra text. Let's craft:

  About the role

  We are looking for an experienced Director, Technical Support to join our team in Minneapolis. In this role, you will lead our US Technical Support function, serving as the driving force behind support operations in the region. You bring a strong blend of technical expertise and people leadership, building trusted relationships across teams, proactively managing stakeholders, and driving cross-functional collaboration to deliver exceptional outcomes. You'll own customer escalations, acting as the primary liaison between our US customers and our headquarters in Finland to ensure timely communication and issue resolution. This role is ideal for someone who thrives in a fast-paced scale-up environment, takes initiative, adapts quickly, and enjoys solving complex challenges as they emerge.

  Responsibilities

  • Lead, develop, and grow a team of technical support professionals, owning hiring decisions, providing clear feedback and 1:1 coaching, and building the team structure needed to scale US operations.
  • Act as the primary point of contact for customer escalation calls, ensuring issues are resolved with empathy and efficiency.
  • Drive cross-departmental collaboration, working closely with Product, Engineering, and Customer Success to solve complex problems and improve the customer experience.
  • Assist with the implementation and optimization of our support tooling, including leading an active platform migration as part of our broader support modernization effort.
  • Manage up effectively, translating customer needs and US market behaviors into actionable insights for our global leadership team.
  • Serve as the strategic link between our US customer base and our product and engineering teams in Helsinki, translating regional patterns, escalations, and market behavior into decisions that shape the global product. Frequent travel to HQ in Finland is part of how this gets done.
  • Own the metrics that define support quality, including SLA attainment, CSAT, and escalation resolution time, and report on US support performance to leadership with clarity and context.

  Requirements

  • 3 to 5 years of leadership experience managing a technical support or customer support team.
  • 5+ years of overall experience within technical support, in a B2B SaaS environment.

  Skills