Director, Technical Support

Position Summary

The Director of Technical Support oversees the entire Technical Support Organization, managing Technical Support Managers and all support tiers. This role owns the Salesforce ticketing system, the Knowledgebase, the phone system, and all organizational KPIs while collaborating cross-functionally to ensure exceptional client outcomes .

Essential Job Functions

• Lead and manage Technical Support Managers across all support tiers.
• Oversee end-to-end Technical Support operations including 24/7/365 coverage.
• Own and optimize Salesforce ticketing system, Knowledgebase, and phone system.
• Define, track, and report on all Tech Support KPIs.
• Collaborate with Sales, Implementation, and Engineering to improve client outcomes.
• Drive continuous improvement initiatives and operational excellence.
• Serve as final escalation point for critical client issues.
• Manage departmental budget and resource planning.
• Support testing and deployment of new products.
• Experience in handling difficult/challenging situations with a calm, methodological process
• Other duties as assigned.
  
  
  

Essential Skills & Experience

• 7 years leadership experience with people management responsibility.
• Experience overseeing multi-tier technical support organizations.
• Strong decision-making and organizational skills.
• Expertise with Salesforce Service Cloud, Knowledgebase governance, and phone systems.
• Ability to communicate complex issues to technical and non-technical audiences.
• Experience driving KPI-based performance management.
• Strong stakeholder engagement at all levels.
  
  
  

Non-Essential / Preferred Skills & Experience

• Bachelor’s degree or equivalent experience.
• Experience in software technology industry.
• Knowledge of Windows, Linux, networking, and databases.
• Familiarity with CRM systems, preferably Salesforce.
• Experience with call center technologies.