This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Support Engineering - Americas based in United States.
This is a senior leadership opportunity to shape and scale a technical Support Engineering function within a fast-growing B2B SaaS environment.
You will lead through a Support Engineering Manager while setting the vision, operating model, and standards for the broader function.
The role sits at the intersection of Customer Support, Product, and Engineering, turning complex customer issues into actionable technical and product improvements.
You will establish scalable approaches to triage, investigation, escalation, documentation, automation, and self-service.
Success will depend on your ability to combine technical depth with strong people leadership, sound judgment, and customer-centric decision-making.
You will use data and recurring issue patterns to improve supportability, product quality, resolution speed, and frontline effectiveness.
This is an opportunity to build the systems and leadership structure that enable Support Engineering to scale alongside an increasingly sophisticated product and customer base.
Accountabilities:
- Set the strategic direction: Define the vision, operating model, priorities, and standards for Support Engineering, ensuring the function aligns with broader customer and business objectives.
- Lead and develop managers: Directly manage, coach, and develop the Support Engineering Manager, establishing clear expectations, accountability, career development, and team-health practices.
- Build scalable support operations: Establish consistent standards for triage, investigation, documentation, escalation, ownership, and handoffs between frontline Support, Support Engineering, Product, and Engineering.
- Strengthen technical collaboration: Partner with Product and Engineering leadership to identify recurring customer issues, improve product supportability and operability, and influence priorities around product, platform, tooling, and process improvements.
- Use data to drive decisions: Develop reporting and review mechanisms covering escalation health, resolution speed, recurring technical friction, customer effort, frontline self-sufficiency, and the function’s contribution to product improvements.
- Scale the organization: Evolve the team structure, hiring strategy, onboarding processes, career paths, and regional operating model as the Support Engineering organization grows.
- Improve technical leverage: Guide investments in diagnostics, automation, self-service, documentation, enablement, and AI-enhanced tooling to help teams resolve issues more efficiently.
- Build leadership alignment: Communicate technical and customer impact clearly, make tradeoffs visible, and help teams navigate ambiguity around ownership, priorities, and competing business needs.
Requirements:
- Technical support leadership experience: Proven experience leading Support Engineering, Technical Support, Developer Support, Production Support, or a comparable technical function within a B2B SaaS or complex software environment.
- People leadership: Experience managing through managers or building leadership layers, with the ability to create accountability and develop teams without becoming a decision-making bottleneck.
- Technical depth: Strong understanding of APIs, integrations, application behavior, logs, databases, architecture, and debugging methodologies, with enough technical credibility to collaborate effectively with experienced engineers.
- Cross-functional expertise: Experience defining the relationship between frontline Support, Support Engineering, Product, and Engineering, including escalation criteria, triage processes, ownership models, and feedback loops.
- Data-driven mindset: Demonstrated ability to use customer issues, operational data, and recurring patterns to improve supportability, product quality, tooling, processes, or Engineering priorities.
- Strategic and operational judgment: Ability to turn complex operational friction into focused strategies, practical solutions, and measurable improvements while balancing immediate customer needs with durable outcomes.
- Communication skills: Exceptional written and verbal communication, with the ability to explain technical concepts, uncertainty, tradeoffs, and customer impact clearly to both technical and non-technical senior stakeholders.
- Customer-centric leadership: Comfortable moving between strategic planning, organizational design, technical problem-solving, and the practical realities of supporting customers.
- Scalability mindset: Interest in building efficient support systems through automation, self-service, and thoughtfully applied AI-enhanced tooling.
- Leadership style: Strong ownership, principled decision-making, adaptability, concise communication, and comfort making well-reasoned decisions in ambiguous or rapidly changing situations.
Benefits:
- Compensation: $160,000–$190,000 base salary for the US average compensation tier, or $184,000–$218,000 for the NY/SF tier, plus equity.
- Stock options: A 10-year exercise window provides additional flexibility around exercising equity after leaving the organization.
- Unlimited PTO: Flexible paid time off with four weeks recommended annually, encouraging employees to take meaningful time away from work.
- Family leave: Twelve weeks of fully paid family leave in the United States.
- Professional development: $1,200 annual budget for learning and professional development.
- Home office: One-time $2,000 home-office setup budget covering furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
- Healthcare: Extended health benefits for employees and dependents, subject to availability through the applicable Employer of Record.
- Remote flexibility: Remote position with benefits and employment arrangements adapted to the employee's location.
- Team connection: Opportunities to connect with colleagues through annual company offsites, team offsites, local meetups, and virtual events.
- Inclusive environment: Commitment to equal employment opportunities and a diverse workforce welcoming people from different backgrounds, experiences, perspectives, and abilities.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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