Director, Support Engineering

Role overview Lead and grow a global Support Engineering organization serving developers and enterprise customers of a content operations platform. The role owns support strategy and delivery end to end, while connecting customer experience, technical problem solving, and product improvement.

Responsibilities - Set the direction, operating processes, tools, and performance measures for the Support Engineering function. - Lead Support Engineering managers and teams across regions, building a culture grounded in technical quality and customer empathy. - Work with Customer Solutions colleagues to help customers reach value sooner and resolve challenging technical issues. - Bring recurring customer feedback and product insights to product and engineering teams. - Develop the organization’s ability to support demanding developer teams as the function scales.

Requirements - Experience leading and scaling support organizations at developer-focused SaaS companies. - Strong technical foundation and ability to guide teams handling complex customer issues. - Leadership experience across managers and distributed teams. - A customer-focused approach to building support culture, processes, and service quality.

Benefits and work setup - Remote position open to candidates in the United States or Europe.