What are the responsibilities and job description for the Director, Technical Support Engineering ( HR AI Platform Startup) position at Eightfold AI?
About The Role
We are looking for a Director to lead and scale a high-impact team responsible for delivering value to some of Eightfold’s most strategic enterprise customers.
This is a leadership role at the intersection of technology, customer success, and business transformation. You will define and drive the strategy for solution delivery, elevate execution standards, and build a world-class team of Product Solutions Experts.
Beyond execution, you will serve as a thought partner to customers and internal leadership, influencing product direction, shaping deployment best practices, and ensuring Eightfold delivers measurable business outcomes at scale.
What You’ll Own
Strategic Leadership & Org Building
Define the vision, operating model, and growth strategy for the Product Support function.
Build, scale, and lead a high-performing global team; drive hiring, capability building, and leadership development.
Establish a culture of ownership, technical excellence, and customer obsession.
Customer Impact & Delivery Excellence
Own end-to-end delivery outcomes for large enterprise accounts, including implementations, expansions, and ongoing optimization.
Partner with senior customer stakeholders as a trusted advisor, driving adoption and long-term value realization.
Lead executive-level escalations and ensure strong governance across complex deployments.
Solutioning & Technical Excellence
Set the bar for solution architecture, integration strategy, and technical design across ATS, HRIS, and ecosystem platforms.
Guide teams on complex implementations involving APIs, data models, and enterprise-scale integrations.
Drive standardization through reusable frameworks, accelerators, and best practices.
Cross-Functional Influence
Partner closely with Product, Engineering, Customer Success, and Sales to align on roadmap, customer needs, and delivery priorities.
Act as the voice of the customer, influencing product innovation and go-to-market strategy.
Contribute to global initiatives, including AI-driven interview frameworks and solution evolution.
Operational Rigor & Scale
Establish metrics-driven execution: delivery health, customer satisfaction, adoption, and team productivity.
Drive capacity planning, forecasting, and resource optimization across regions.
Continuously improve delivery processes to enable scalability and predictability.
What We’re Looking For
Opportunity to shape how AI transforms talent at a global scale.
Direct exposure to enterprise customers and executive leadership.
Build and lead a category-defining solutions organization.
Play a key role in scaling Eightfold’s next phase of growth.
We are looking for a Director to lead and scale a high-impact team responsible for delivering value to some of Eightfold’s most strategic enterprise customers.
This is a leadership role at the intersection of technology, customer success, and business transformation. You will define and drive the strategy for solution delivery, elevate execution standards, and build a world-class team of Product Solutions Experts.
Beyond execution, you will serve as a thought partner to customers and internal leadership, influencing product direction, shaping deployment best practices, and ensuring Eightfold delivers measurable business outcomes at scale.
What You’ll Own
Strategic Leadership & Org Building
Define the vision, operating model, and growth strategy for the Product Support function.
Build, scale, and lead a high-performing global team; drive hiring, capability building, and leadership development.
Establish a culture of ownership, technical excellence, and customer obsession.
Customer Impact & Delivery Excellence
Own end-to-end delivery outcomes for large enterprise accounts, including implementations, expansions, and ongoing optimization.
Partner with senior customer stakeholders as a trusted advisor, driving adoption and long-term value realization.
Lead executive-level escalations and ensure strong governance across complex deployments.
Solutioning & Technical Excellence
Set the bar for solution architecture, integration strategy, and technical design across ATS, HRIS, and ecosystem platforms.
Guide teams on complex implementations involving APIs, data models, and enterprise-scale integrations.
Drive standardization through reusable frameworks, accelerators, and best practices.
Cross-Functional Influence
Partner closely with Product, Engineering, Customer Success, and Sales to align on roadmap, customer needs, and delivery priorities.
Act as the voice of the customer, influencing product innovation and go-to-market strategy.
Contribute to global initiatives, including AI-driven interview frameworks and solution evolution.
Operational Rigor & Scale
Establish metrics-driven execution: delivery health, customer satisfaction, adoption, and team productivity.
Drive capacity planning, forecasting, and resource optimization across regions.
Continuously improve delivery processes to enable scalability and predictability.
What We’re Looking For
- 10–15 years of experience in enterprise SaaS, product implementation, solution architecture, or technical support.
- 5 years in leadership roles, managing and scaling high-performing teams.
- Proven track record of delivering complex, global enterprise implementations with measurable customer impact.
- Strong technical depth in APIs, integrations, data systems (SQL, JSON, XML), and scripting (Python or equivalent).
- Experience working with HR Tech ecosystems (ATS, HRIS, Talent platforms) is highly preferred.
- Exceptional stakeholder management and executive presence, with the ability to influence at C-level.
- Demonstrated ability to operate in high-growth, ambiguous environments and drive structured outcomes.
- Background in top-tier consulting firms or enterprise transformation programs is a strong plus.
- Bachelor’s or Master’s degree in Computer Science, Engineering
Opportunity to shape how AI transforms talent at a global scale.
Direct exposure to enterprise customers and executive leadership.
Build and lead a category-defining solutions organization.
Play a key role in scaling Eightfold’s next phase of growth.