Director of Tier 3 and Support Engineering

📋 Description

• Lead, coach, and develop managers and specialists across Tier 3 Support and Support Engineering
• Own the end-to-end escalation process, from Tier 2 handoffs through complex issue resolution and
• Oversee high-priority technical cases involving enterprise customers, dental service organizations
• Manage the support-side bug lifecycle, including investigation, reproduction, triage, severity
• Lead support for complex product areas, including practice management system integrations, payment
• Lead Support's response to critical P0/P1 production incidents, coordinating triage, internal

🎯 Requirements

• At least seven years of experience in technical support, support engineering, or escalation
• Proven success building, developing, and scaling technical support or support engineering teams
• Hands-on experience managing complex support escalations and bug triage workflows in partnership
• Demonstrated experience leading support teams through production incidents, service outages, and
• Ability to investigate technical issues by reviewing logs, working with APIs and integrations, and
• Strong experience with Jira for bug tracking and escalation workflows.

🎁 Benefits

• Flexible paid time off (PTO)
• Ten company-wide paid holidays each year
• Competitive medical, dental, and vision insurance plans, including additional coverage options
• Health Savings Account (HSA) with employer matching contributions
• Fully paid parental leave
• 401(k) plan with an employer match of up to 5.5% of eligible earnings