Director, Support Engineering

📋 Description

• Own the end-to-end Support Engineering function, including operational strategy, team structure
• Lead daily support operations across global time zones, including queue management, triage, SLA
• Partner with Engineering, Solution Architecture, and Customer Success to drive resolution of
• Maintain visibility into individual support cases and recurring patterns, helping teams resolve
• Define and continuously improve support infrastructure, including workflows, tooling, runbooks
• Identify systemic customer and product issues through support signals and translate them into

🎯 Requirements

• 7+ years of experience in technical support or Support Engineering, including at least 3 years in a
• Proven experience building, scaling, or leading Support Engineering teams within a developer-first
• Strong technical foundation with the ability to read code, troubleshoot complex issues, debug API
• Strong understanding of developer-facing SaaS products and the technical challenges encountered by
• Exceptional written and verbal communication skills, with the ability to explain complex technical
• Strong customer orientation and the ability to balance technical resolution with customer

🎁 Benefits

• Fully remote working opportunity within Europe.
• Location-based competitive salary.
• Competitive stock options program.
• Comprehensive health plans and additional employee perks.
• Flexible, trust-based working environment.
• Strong emphasis on sustainable work-life balance that accommodates individual and family needs.