Director, Support Engineering

Role overview

A senior engineering leader is needed to own and scale a global Support Engineering organization at a developer-focused SaaS company. The role sits at the intersection of hands-on technical problem solving and customer-facing leadership, guiding a distributed team that supports developers and enterprise clients using a content operations platform. It blends people management, operational discipline, and product feedback responsibilities, with direct influence on platform strategy and roadmap.

Responsibilities

- Own end-to-end Support Engineering operations, including queue management, triage, SLA adherence, and cross-time-zone escalation paths - Partner with Engineering, Solution Architecture, and Customer Success to drive resolution on complex technical escalations, especially for enterprise accounts - Stay close to individual tickets and recurring patterns, acting as a knowledge broker to unblock the team and maintain response quality at scale - Define and evolve the tooling, workflows, runbooks, and internal knowledge base that power the support function - Translate systemic support signals into actionable product feedback and represent the developer perspective in product and engineering discussions - Set and track performance metrics such as CSAT, first response time, MTTR, escalation rate, and deflection, driving continuous improvement - Hire, coach, and develop a globally distributed team of support engineers and their managers, including clear career progression frameworks - Partner with senior leadership on long-term support strategy, major product launches, and executive-level customer escalations

Requirements

- 7+ years in technical support or support engineering, with at least 3 years in a leadership or management role - Proven experience building or scaling a support engineering team at a developer-first or API-driven SaaS company - Strong technical foundation, including the ability to read code, debug API integrations, and understand headless architectures and content delivery infrastructure - Outstanding written and verbal communication skills, with the ability to translate complex technical issues for diverse audiences - Data-driven approach to team performance, using metrics to identify trends, set priorities, and drive measurable improvement - Highly organized with strong attention to detail and the ability to manage competing priorities across a globally distributed team

Nice to have

- Experience operating in a remote-first or globally distributed engineering organization - Background supporting enterprise customers through major product launches or platform changes

Benefits and work setup

- Highly skilled, supportive, and inspiring team culture - Flexible, trust-based work environment that supports long-term professional and personal growth - Globally diverse colleagues and customer base - Comprehensive health plans and perks - Healthy work-life balance with policies that accommodate individual and family needs - Competitive equity program and location-based salary - Location: North America or Europe