Director Technical Support
Overview:
We are looking for a Director of Technical Support that will be responsible for implementing strategies and improve the customer experience. You will have an excellent track record of performing in a leadership opposition while managing a support team that interacts with our enterprise level customers to troubleshoot, diagnose and solve integration issues.
Your success will be derived from your ability to focus the efforts of your team in a manner that draws interdepartmental teams to collaborate with Technical Support, and Technical Support to collaborate with interdepartmental teams.
Key Areas of Responsibility:
We are looking for a Director of Technical Support that will be responsible for implementing strategies and improve the customer experience. You will have an excellent track record of performing in a leadership opposition while managing a support team that interacts with our enterprise level customers to troubleshoot, diagnose and solve integration issues.
Your success will be derived from your ability to focus the efforts of your team in a manner that draws interdepartmental teams to collaborate with Technical Support, and Technical Support to collaborate with interdepartmental teams.
Key Areas of Responsibility:
- Closely partner with key decision makers across all verticals of a software development company
- Be a front-line contact for customers
- Manage support channels for several highly available production AWS based systems
- Be the key contact for customer support data for the company’s Senior Management Team
- Interface with customer managers, project managers, directors, VP’s, and executives with demonstrated comfort at all levels
- Provide strategic guidance and tactical oversight of offshore operational resources, ensuring appropriate relationships and deliverables of work products
- Developing quarterly business reviews for enterprise level customers to incorporate best practices, roadmaps and strategic offerings to best suit their needs
- Perform regular targeted service and performance reviews to ensure standards are achieved or exceeded.
- Developing and achieving Technical Support objectives and goals to support the organizational vision.
- Lead the development of the Customer Support vision and strategy for the company.
- Continuously seek to improve processes and working practices to ensure that Customer Support KPI’s are achieved, and that the Technical Support team achieves preeminence in delivering world class customer service
- 5+ years’ experience at the management level, particularly managing managers onshore/offshore in addition to enterprise level customers
- Bachelor’s degree in Computer Science or related field.
- 8+ years’ experience in a technical support environment, handling highly complex issues
- Practical experience managing multiple support teams, including outsourced contractors, with strong knowledge of all technical support functions and related engineering responsibilities
- Technical background is critical as this role will need to manage escalations and/or debug software, and interface with customers, most of whom are in technical roles within their companies