Senior Director, Technical Support

Description

You would lead the Technical Support group, which handles tickets that reach human agents after the AI tier.

You set the operating strategy, build a strong leadership bench, and make sure customers get reliable, high-quality technical fixes while the group becomes more efficient and scalable.

A central part of the job is moving human agents from reactive work to a proactive team that works closely with AI teams, leading a cultural and operational shift across the company.

Responsibilities

• Define the strategy and operating model for Technical Support, turning company priorities into concrete plans with clear outcomes and owners.
• Hire, grow and manage a layered team of managers and directors, fostering trust, high performance, inclusion and ongoing learning.
• Own service quality across segments and channels, combining AI tools, automation and human skill to balance speed, technical depth, proactive outcomes and resource use.
• Set and refine the metrics that show how healthy and valuable Technical Support is, covering customer experience, resolution quality, service levels, capacity and business impact.
• Work with Sales, Customer Success, Product, Engineering and Finance so coverage and service commitments fit customer needs, commercial plans and product priorities.
• Build scalable global models for capacity planning, forecasting, staffing and escalation that deliver predictable coverage and sound resource decisions.
• Shape support offerings so service commitments are clear, deliverable and distinct for each customer group.
• Turn customer and operations data into findings on systemic product or process problems, and push for fixes across the company.
• Brief executive leadership on performance, risks, funding needs and opportunities, with clear recommendations and options.
• Drive organizational change and continuous improvement without hurting employee experience or customer trust as the business grows.
• Represent support in senior discussions, including hard escalations and strategic customer reviews.
• Track developments in support, SaaS, AI and service delivery, and apply modern AI tools to the support strategy.
• Lead the shift of human agents into a proactive, AI-aligned workforce, working with AI teams to redesign workflows and service delivery.
• Understand workforce management well enough to link staffing plans to demand.
• Champion knowledge management and connect teams so support insights are shared and captured.

Requirements

• 15+ years of leadership in technical support, customer support or service delivery at a high-growth SaaS or enterprise technology company.
• Senior executive who has led leaders and scaled large, complex global organizations through major growth and transformation.
• Record of setting long-term vision and turning it into operating plans with measurable results.
• Solid grasp of support operations, customer experience, capacity planning, service-level management and performance metrics.
• Experience working with Sales, Customer Success, Product, Engineering and Finance, including senior executives.
• Commercial judgment and executive decision-making to balance global customer commitments, premium service quality, workforce needs and multi-million dollar budgets.
• Clear communication and stakeholder management, with the ability to weigh trade-offs and recommend a course of action.
• Good skill at leading people, developing talent and designing organizations.
• Experience leading distributed teams across regions and time zones; flexibility may be needed for critical customer or business needs.
• Bachelor's degree or equivalent practical experience; an advanced degree is a plus.
• Proven expertise in integrating AI and automation into technical support, including driving cultural change and moving agents toward proactive engagement.
• Strategic mindset with a history of moving support toward proactive service models and co-designing automated workflows with AI product teams.

Conditions

For US roles, the annualized base salary range is $174,000.00-$260,000.00, applying across all US locations.

The offer depends on job-related capabilities, relevant experience and other factors such as work location.

The range covers base salary only; bonus, benefits and incentives are not included in it.

The work model is hybrid: in person at company offices for part of the week, remote for the rest.

AI or automated decision systems may be used to screen or evaluate applications, under company guidelines and applicable law.

Benefits

• May be eligible for a bonus, benefits or related incentives.