Director, Customer Support

📋 Description

• Own complex customer issues from intake through verified resolution, including impact assessment
• Diagnose issues using logs, cloud observability platforms, SQL, APIs, dashboards, carrier records
• Safely execute approved production configuration and Change Management requests using documented
• Create actionable Engineering and QA escalations with clear reproduction steps, technical evidence
• Participate in a global on-call rotation and serve as a first technical responder for critical
• Coordinate high-severity incidents across customers, Engineering, SRE, Product, Customer Success

🎯 Requirements

• Five or more years of experience in technical support, site reliability, production operations
• Demonstrated ability to methodically troubleshoot complex technical problems across multiple
• Experience interpreting logs, API responses, network or protocol behavior, and structured data
• Strong written and verbal communication skills, including the ability to explain technical findings
• Proven ability to manage competing priorities, maintain clear case documentation, and drive issues
• Sound judgment under pressure and willingness to participate in an on-call rotation.

🎁 Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Wellness benefits