Director of Technical Support Engineering

📋 Description

• Recruit, develop and lead technical support engineers who can investigate and solve problems
• Build a distributed team, with initial expansion focused on India. Use workload, comparable
• Build AI-assisted intake, triage, investigation and diagnostics connected to approved knowledge
• Evaluate against real support cases before deployment. Define permissions, privacy controls, human
• Own intake, prioritization, technical investigation, escalation, resolution and customer
• Own service levels against customer commitments, including reliable 24/7 critical incident

🎯 Requirements

• A proven record of building or transforming technical support, hiring and coaching distributed
• Hands-on troubleshooting across SQL, APIs, authentication, schemas, data syncs and exports, plus
• Experience designing and evaluating AI-enabled support systems, including grounded answers
• Experience turning investigations into reliable, version-controlled knowledge and runbooks, with
• Strong customer judgment under pressure. Prioritize issues using customer impact, severity and
• Strong judgment in capacity planning, comparable benchmarking and support economics, plus clear

🎁 Benefits

• Flexible, Remote-First Work
• Flexible, goal-based work style
• Flexible Time off
• Monthly, company-wide Recharge Days to truly unplug
• Annual home office stipend to support your workspace
• Comprehensive Benefits