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Jobs · OTHR · California

Director, Technical Support Engineering ( HR AI Platform Startup)

Eightfold AI · Santa Clara, CA · 3 days ago
OTHRFull-time

About The Role

We are looking for a Director to lead and scale a high-impact team responsible for delivering value to some of Eightfold’s most strategic enterprise customers. This is a leadership role at the intersection of technology, customer success, and business transformation. You will define and drive the strategy for solution delivery, elevate execution standards, and build a world-class team of Product Solutions Experts. Beyond execution, you will serve as a thought partner to customers and internal leadership, influencing product direction, shaping deployment best practices, and ensuring Eightfold delivers measurable business outcomes at scale.

What You’ll Own

  • Strategic Leadership & Org Building

    • Define the vision, operating model, and growth strategy for the Product Support function.
    • Build, scale, and lead a high-performing global team; drive hiring, capability building, and leadership development.
    • Establish a culture of ownership, technical excellence, and customer obsession.

  • Customer Impact & Delivery Excellence

    • Own end-to-end delivery outcomes for large enterprise accounts, including implementations, expansions, and ongoing optimization.
    • Partner with senior customer stakeholders as a trusted advisor, driving adoption and long-term value realization.
    • Lead executive-level escalations and ensure strong governance across complex deployments.

  • Solutioning & Technical Excellence

    • Set the bar for solution architecture, integration strategy, and technical design across ATS, HRIS, and ecosystem platforms.
    • Guide teams on complex implementations involving APIs, data models, and enterprise-scale integrations.
    • Drive standardization through reusable frameworks, accelerators, and best practices.

  • Cross-Functional Influence

    • Partner closely with Product, Engineering, Customer Success, and Sales to align on roadmap, customer needs, and delivery priorities.
    • Act as the voice of the customer, influencing product innovation and go-to-market strategy.
    • Contribute to global initiatives, including AI-driven interview frameworks and solution evolution.

  • Operational Rigor & Scale

    • Establish metrics-driven execution: delivery health, customer satisfaction, adoption, and team productivity.
    • Drive capacity planning, forecasting, and resource optimization across regions.
    • Continuously improve delivery processes to enable scalability and predictability.

What We’re Looking For

  • 10–15+ years of experience in enterprise SaaS, product implementation, solution architecture, or technical support.

  • 5+ years in leadership roles, managing and scaling high-performing teams.

  • Proven track record of delivering complex, global enterprise implementations with measurable customer impact.

  • Strong technical depth in APIs, integrations, data systems (SQL, JSON, XML), and scripting (Python or equivalent).

  • Experience working with HR Tech ecosystems (ATS, HRIS, Talent platforms) is highly preferred.

  • Exceptional stakeholder management and executive presence, with the ability to influence at C-level.

  • Demonstrated ability to operate in high-growth, ambiguous environments and drive structured outcomes.

  • Background in top-tier consulting firms or enterprise transformation programs is a strong plus.

  • Bachelor’s or Master’s degree in Computer Science, Engineering

Why This Role

Opportunity to shape how AI transforms talent at a global scale. Direct exposure to enterprise customers and executive leadership. Build and lead a category-defining solutions organization. Play a key role in scaling Eightfold’s next phase of growth.

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