Director of Support Engineering
virtual vocationsNew York, NY
Director of Support Engineering
L7
virtual vocationsNew York, NY4 days ago
Occupations
Computer Systems Engineers/ArchitectsComputer User Support SpecialistsArchitectural and Engineering ManagersLeading Tier 3 support and Support Engineering, the full-time remote Director of Support Engineering will manage a team of specialists and engineers to resolve complex customer issues, oversee escalation processes, and drive improvements in support workflows.
Key responsibilities:
Lead and develop managers and specialists across Tier 3 and Support Engineering, focusing on performance management and career development
Own the escalation path and ensure timely resolution of high-stakes issues for Enterprise/DSO and at-risk accounts
Manage the bug lifecycle from triage to resolution, collaborating with Engineering to prioritize customer-impacting issuesRequired qualifications 7+ years in technical support, support engineering, or escalations, with at least 3 years in a leadership role
Proven experience in building and scaling technical support teams in a B2B SaaS environment
Hands-on experience with bug triage and escalation workflows, including familiarity with Jira
Strong technical skills, including working with APIs, integrations, and basic SQL
Bachelor's degree or equivalent work experience
Apply now (opens in a new tab)
Level
ManagerL7
Location
New York, NY
Occupation
Computer Systems Engineers/Architects
Industry
Custom Computer Programming Services
Posted
4 days ago
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