What are the responsibilities and job description for the Director Technical Support Engineering position at SoTalent?
Job Title: Director Technical Support Engineering
Location: Irving, Texas | Atlanta, Georgia | Columbus, Ohio, United States
Type: Full Time
Our Client is seeking a Director of Technical Support Engineering to lead a Tier 3 enterprise technical support organization responsible for resolving the most complex, high-impact platform and integration issues across customer and internal environments. This senior leader will set the strategic and operational direction for advanced support, driving platform reliability, operational maturity, and exceptional customer outcomes. The role partners closely with Product, Engineering, Infrastructure, Data, Security, and Commercial teams to eliminate systemic issues, improve stability, and elevate the overall support experience.
Key Responsibilities
- Define and execute the Tier 3 support strategy aligned to business, product, and technology roadmaps
- Lead complex case resolution, major incident response, and enterprise-level problem management
- Establish ITIL-aligned governance, escalation frameworks, and standardized operational practices
- Own escalations into Engineering, Product, and Infrastructure teams and drive structured root-cause analysis
- Partner cross-functionally to identify defect trends, systemic risks, and automation opportunities
- Serve as the primary operational leader during major incidents, including executive communication
- Build, lead, and develop high-performing managers, SMEs, and senior technical specialists
- Manage third-party partners and vendors through SLAs, outcomes, and performance metrics
- Own Tier 3 KPIs including SLA attainment, backlog health, incident reduction, and resolution cycles
- Lead operational and executive business reviews supported by data, dashboards, and analytics
Ideal Candidate Profile
- 12 years of experience in IT operations, technical support, or service delivery for enterprise or customer-facing platforms
- 4 years of experience leading managers or senior technical teams
- Proven leadership in high-severity incidents, cross-functional escalations, and RCA-driven problem prevention
- Strong ability to partner with Product and Engineering on stability, roadmap alignment, and defect management
- Executive-level communication skills with the ability to translate complex technical issues for business audiences
- Deep understanding of Tier 3 support models, platform architecture, integrations, APIs, and telemetry
- ITIL-aligned service management expertise across incident, problem, change, and knowledge management
- Experience with enterprise support tools such as CRM-based service platforms, issue tracking, documentation, and monitoring tools
- Background in regulated or complex industries (healthcare, retail, distribution, insurance, or similar) preferred