Director, Technical Experience

Role overview Lead a technical support organization responsible for customer experience from product go-live through ongoing service. This is a hands-on director role: set the support strategy and operating model while staying engaged with escalations, incidents, customers, and the team’s day-to-day work.

Responsibilities - Set support priorities and lead daily operations in line with customer experience and business goals. - Design and improve case routing, team swarming, escalation paths, and staffing coverage as the organization grows. - Select, pilot, and roll out AI tools and automated workflows to improve triage, resolution speed, and customer interactions. - Track service levels, customer satisfaction, efficiency, and support quality; use data to identify and address recurring gaps. - Guide the support experience through a planned platform migration, monitoring service health across platform versions. - Stay informed on critical cases and work with delivery and engineering teams on handoffs, incident response, and customer-ready root-cause reports.

Requirements - Bachelor’s degree in a relevant technical field or equivalent experience. - Typically 10+ years of related experience, including at least 5 years leading technical support teams and their managers or team leads. - Experience leading support operations in a SaaS environment, with enough knowledge of integrations, APIs, and cloud platforms to work through complex issues with customers and engineers. - A record of improving support processes and delivering measurable results. - Experience implementing AI-powered support capabilities, such as intelligent triage or assisted resolution, with measurable impact. - Strong team leadership, communication, stakeholder influence, and data-driven decision-making skills. - Experience managing outsourced or follow-the-sun support teams.

Nice to have - Salesforce Service Cloud experience. - Knowledge of contact-center platforms, workforce management systems, third-party integrations, or computer networking.