Director, Technical Support Services - Americas - Remote ET / CT, US

About the Role

This isn't just about managing a support team; it's about building the entire post-sale technical experience for a rapidly growing global hardware company. The Director, Technical Support Services - Americas will be the ultimate advocate for customers, ensuring their voice directly influences product and service priorities. You will have the autonomy to design a support model that is as elegant and reliable as our products. This is a high-impact, high-visibility role where you will build the team, processes, and strategies that define Neat’s reputation for world-class customer experience.

Responsibilities

• Lead & Mentor: Cultivate an industry-leading team of support engineers in the US. Coach, develop, and empower your team to solve complex technical challenges and become trusted experts.
• Architect the Strategy: Design and scale the systems, processes, and knowledge that define Neat's support experience. Own the KPIs and drive the strategy behind them.
• Champion Seamless Partnerships: Interface directly with peers at Microsoft, Zoom, Google, and other Neat partners to present a unified and effortless support journey for joint customers.
• Be the Voice of the Customer: Act as a critical feedback loop to Product and Engineering teams, using data and customer stories to provide actionable insights that shape the supportability and quality of future hardware and software.
• Build for the Future: Design premium support offerings, prepare the team for new product introductions, and ensure the support organization stays ahead of needs.

Requirements

• Proven experience leading and scaling technical support teams, preferably within videoconferencing, AV, or unified communications.
• Technical fluency in videoconferencing, enterprise networking, telephony, and AV technologies.
• Demonstrable success in creating and implementing support strategies, policies, and workflows that balance customer satisfaction with business needs.
• Experience partnering closely with Product Management and Engineering teams to improve product quality and supportability.
• Exceptional presentation skills—comfortable leading customer meetings, training sessions, and internal strategy reviews.
• Hands-on experience with modern support and CRM platforms (e.g., Zendesk, Netsuite, Salesforce, Jira).

Skills

• A "player-coach" leader who inspires excellence and fosters a culture of continuous learning.
• Views support as a key product and critical driver of customer loyalty, retention, and brand reputation.
• Thrives on building systems and processes from the ground up in a dynamic, fast-growing environment.
• Strong communicator and relationship-builder, capable of earning trust across all levels.

Benefits

• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) plan.
• Unlimited PTO policy.

Pay

Pay Range: $150,000 – $170,000 per year. Actual compensation will be determined based on relevant experience, skills, and internal equity.

About the Company

Neat brings people together with beautifully simple, versatile video devices and experiences. By minimizing the physical and virtual divide, we enable everyone to feel more connected, present, and understood. Our technologies aim to make terms like "in-office" and "remote" obsolete. Neat's portfolio supports Microsoft Teams, Zoom, Google Meet, and a range of business apps. We are an ambitious, collaborative, and growing team based in Oslo with employees worldwide.