What are the responsibilities and job description for the Director of Technical Support position at Remarcable?
At Remarcable, we’re reshaping how electrical contractors and distributors connect, purchase, and operate. Our cloud-based platform streamlines procurement and tool management, giving contractors the visibility and efficiency they need to focus on what they do best—building the future.
We’re looking for a Director of Technical Support to lead our growing Technical Support organization. This leader will be responsible for defining the vision, strategy, and structure of our Support function—building a high-performing team that delivers world-class customer experiences and ensures seamless integration and adoption of our platform.
What You’ll Do
Lead, mentor, and scale the Technical Support team, including Technical Support Specialists and Integration Support roles.
Develop and execute support strategies, service-level standards, and best practices that drive customer satisfaction and operational excellence.
Oversee complex EDI/API integrations, collaborating with Supplier Integration Managers and client IT teams to ensure reliability and efficiency across our growing customer base.
Implement tools and processes that enhance visibility, tracking, and resolution of support cases—ensuring data-driven decision-making and continuous improvement.
Partner cross-functionally with Product, Engineering, and Customer Success to surface customer insights, drive root cause analysis, and influence product roadmap priorities.
Monitor team performance using KPIs such as response time, resolution rate, NPS, and integration uptime, and report on key trends to leadership.
Champion the customer voice, advocating for scalable solutions that improve user experience and prevent recurring issues.
Build and maintain documentation standards, ensuring customers and internal teams have clear, up-to-date technical references.
Drive innovation in support operations through automation, training, and proactive issue detection.
Who You Are
A seasoned technical leader with experience managing or building Support or Integration teams in a SaaS or technology-driven organization.
Deeply familiar with software integrations (EDI, API, Punchout, or related systems) and comfortable guiding others through complex technical challenges.
A strategic thinker who can balance hands-on problem-solving with leadership, coaching, and operational scaling.
A clear, empathetic communicator—skilled at translating technical concepts for both customers and executives.
Analytical and data-driven, with a strong grasp of metrics, process optimization, and customer feedback loops.
Collaborative and adaptable, thriving in a fast-moving, cross-functional startup environment.
Bonus points if you have:
Prior experience leading a support function in a high-growth SaaS or construction tech company.
Familiarity with ERP systems used in distribution or construction.
A degree in Computer Science, IT, or a related field.
Why Remarcable?
We’re not just another software company. We’re a team of contractors, distributors, and tech professionals who came together to solve real industry problems. With roots in the field, we understand the challenges our customers face—and we’re passionate about building solutions that make their lives easier.
Fast-growing company at the intersection of construction and technology.
Mission-driven: advancing technology adoption in construction to deliver efficiency, visibility, and better communication.
Opportunity to build and lead a function that directly impacts customer success and company growth.
Collaborative, innovative culture that values curiosity, accountability, and continuous improvement.
If you’re ready to lead a high-performing technical team, shape customer experience, and make an impact in a rapidly scaling SaaS company—apply today and help us build something Remarcable.
Location: Omaha, NE
Reports to: VP of Customer Success
#ZR
We’re looking for a Director of Technical Support to lead our growing Technical Support organization. This leader will be responsible for defining the vision, strategy, and structure of our Support function—building a high-performing team that delivers world-class customer experiences and ensures seamless integration and adoption of our platform.
What You’ll Do
Lead, mentor, and scale the Technical Support team, including Technical Support Specialists and Integration Support roles.
Develop and execute support strategies, service-level standards, and best practices that drive customer satisfaction and operational excellence.
Oversee complex EDI/API integrations, collaborating with Supplier Integration Managers and client IT teams to ensure reliability and efficiency across our growing customer base.
Implement tools and processes that enhance visibility, tracking, and resolution of support cases—ensuring data-driven decision-making and continuous improvement.
Partner cross-functionally with Product, Engineering, and Customer Success to surface customer insights, drive root cause analysis, and influence product roadmap priorities.
Monitor team performance using KPIs such as response time, resolution rate, NPS, and integration uptime, and report on key trends to leadership.
Champion the customer voice, advocating for scalable solutions that improve user experience and prevent recurring issues.
Build and maintain documentation standards, ensuring customers and internal teams have clear, up-to-date technical references.
Drive innovation in support operations through automation, training, and proactive issue detection.
Who You Are
A seasoned technical leader with experience managing or building Support or Integration teams in a SaaS or technology-driven organization.
Deeply familiar with software integrations (EDI, API, Punchout, or related systems) and comfortable guiding others through complex technical challenges.
A strategic thinker who can balance hands-on problem-solving with leadership, coaching, and operational scaling.
A clear, empathetic communicator—skilled at translating technical concepts for both customers and executives.
Analytical and data-driven, with a strong grasp of metrics, process optimization, and customer feedback loops.
Collaborative and adaptable, thriving in a fast-moving, cross-functional startup environment.
Bonus points if you have:
Prior experience leading a support function in a high-growth SaaS or construction tech company.
Familiarity with ERP systems used in distribution or construction.
A degree in Computer Science, IT, or a related field.
Why Remarcable?
We’re not just another software company. We’re a team of contractors, distributors, and tech professionals who came together to solve real industry problems. With roots in the field, we understand the challenges our customers face—and we’re passionate about building solutions that make their lives easier.
Fast-growing company at the intersection of construction and technology.
Mission-driven: advancing technology adoption in construction to deliver efficiency, visibility, and better communication.
Opportunity to build and lead a function that directly impacts customer success and company growth.
Collaborative, innovative culture that values curiosity, accountability, and continuous improvement.
If you’re ready to lead a high-performing technical team, shape customer experience, and make an impact in a rapidly scaling SaaS company—apply today and help us build something Remarcable.
Location: Omaha, NE
Reports to: VP of Customer Success
#ZR