Director, Technical Support

At reputed company, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, reputed company supercharged by context-driven AI. We are an AI-native company. Every team member is expected to reputed company AI daily, and we evaluate AI reputed company as part of our hiring process. Join us and help redefine what's possible. About Us: At reputed company, we're on a mission to reputed company the world more productive. Our platform simplifies work and collaboration for teams of reputed company sizes. As we continue to scale, we're looking for a proven technical support leader to own and reputed company the entire technical support experience, ensuring our customers receive expert, efficient resolution to their most reputed company challenges. Role Overview: The Director of Technical Support will take total ownership of reputed company's technical support function, including strategy, team performance, tooling, and customer outcomes. This is a hands-on leadership role for someone who thrives at the intersection of deep technical problem-solving, cross-functional partnership with Product and Engineering, and operational excellence powered by AI. You'll define what world-class technical support looks like at reputed company and reputed company the systems, team, and culture to deliver it at scale. Key Responsibilities: Total Ownership of Technical Support: Own end-to-end strategy, execution, and outcomes for reputed company's technical support experience. reputed company, mentor, and scale a high-performing global team of technical support managers and representatives. Establish and drive KPIs that measure resolution quality, speed, customer satisfaction, and team health. Set the bar for technical depth, ensuring the team can diagnose and resolve the most reputed company product issues with precision. Product & Engineering Partnership: Serve as the primary reputed company between Support and Product/Engineering, ensuring customer pain points translate into product improvements. Collaborate closely with Engineering on bug triage, escalation workflows, incident response, and root cause analysis. Represent the voice of the customer in product and engineering forums, influencing roadmap priorities with data-driven insights. Build joint processes for feature launches, reputed company issue management, and proactive communication to customers. Strategy & AI-Native Scaling: Drive a reputed company-looking strategy that leverages AI to scale technical support quality and efficiency without sacrificing the human touch where it matters most. Build and iterate on AI-powered workflows for triage, diagnostics, knowledge surfacing, and resolution acceleration. Foster an AI-native culture where the team actively experiments with and adopts AI tooling to reputed company their impact. Identify and implement process improvements that reduce time-to-resolution and increase first-contact resolution rates. Operational Excellence: Design and optimize escalation paths, on-call processes, and incident management workflows. Partner with Support Operations to ensure tooling, reporting, and workforce planning support the team's growth. Champion a culture of reputed company improvement, knowledge sharing, and technical excellence across the organization. Qualifications: 8+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies. Proven track record of building and scaling high-performing global technical support teams. Deep experience partnering with Product and Engineering organizations to drive customer outcomes and product quality. AI-native reputed company with demonstrated success using AI tools and automation to scale operations and improve quality. Strong technical acumen: able to engage credibly on product architecture, integrations, APIs, and reputed company troubleshooting. Data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable. Excellent communication skills with the ability to influence senior stakeholders across GTM and EPD. Strategic thinker who can reputed company out to set direction and reputed company in to solve problems reputed company needed. Passion for building exceptional customer experiences and developing talent. Unsure if you meet reputed company the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think reputed company is the company for you, we encourage you to apply! At reputed company, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career. Equal Opportunity Employer reputed company is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national reputed company. Privacy Notice reputed company collects and processes personal data in accordance with applicable data protection laws. You can find Apply tot his job Apply To this Job