Director, Technical Support Engineering (L2 Support)

📋 Description

• Lead and scale a global tech support org of engineers, agents & managers
• Oversee day-to-day support operations meeting SLAs & customer targets
• Drive resolution of complex issues with Product, Engineering, Sales, CSM
• Manage escalations for enterprise customers with efficient resolutions
• Develop scalable processes, tools, automation & metrics
• Lead feedback loops influencing product improvements

🎯 Requirements

• Bachelor’s in Engineering/CS; MBA a plus
• 10+ years in Technical Support/Engineering/Operations at senior levels
• Experience scaling support orgs during rapid growth
• Background with cloud software and hardware products
• Leadership of mid-market & enterprise support teams
• Analytical, data-driven decision making; strong communication

🎁 Benefits

• Base salary $132,720 - $213,300 USD
• Bonus opportunities and equity eligibility
• Total rewards package for long-term growth
• Flexible remote working model
• Professional development stipend
• Health benefits and parental leave