Director of Technical Support Engineering

Accountabilities:

• Build and lead the Technical Support Engineering function: Recruit, develop, and manage a high-performing team of technical support engineers, establishing strong technical standards across SQL, APIs, debugging, and cloud data systems while remaining directly involved in complex customer investigations.

• Develop a distributed support organization: Expand and manage geographically distributed teams, initially focusing on India, and establish sustainable staffing models, coverage strategies, and resource allocation based on workload, industry benchmarks, and operational economics.

• Build an AI-native support organization: Design and implement AI-assisted workflows for issue intake, triage, investigation, and diagnostics, leveraging approved knowledge bases, logs, telemetry, and authorized customer information to improve resolution speed and consistency.

• Ensure responsible AI implementation: Evaluate AI-powered support solutions against real customer cases, establish privacy controls, permissions, human approval processes, and escalation procedures, and progressively expand automation based on measurable improvements in quality and productivity.

• Own the end-to-end customer support experience: Oversee the entire support lifecycle, from initial intake and prioritization through technical investigation, escalation, resolution, and customer communication, ensuring clear ownership and seamless handoffs between support levels and other teams.

• Manage service levels and incident response: Establish and maintain service standards, including reliable 24/7 critical incident coverage, structured escalation paths, sustainable on-call rotations, backup coverage, and effective recovery practices following overnight incidents.

• Strengthen knowledge management and automation: Modernize customer documentation, internal knowledge bases, and technical runbooks, managing version-controlled resources through GitHub and establishing clear review, validation, and publishing standards.

• Improve technical diagnostics and self-service: Turn recurring investigations into reusable documentation, diagnostic scripts, and automated tools that improve visibility into customer workloads, integrations, and infrastructure while reducing repetitive support requests.

• Partner with Product and Engineering: Establish shared escalation processes, improve incident ownership, support root cause analysis, and drive permanent product and infrastructure improvements while minimizing unnecessary engineering interruptions.

• Drive operational performance: Monitor response times, resolution rates, SLA attainment, customer outcomes, and team workload, using support trends and operational insights to inform product reliability, observability, and customer experience improvements.

Requirements:

• Proven experience building, scaling, or transforming technical support engineering organizations, including recruiting, managing, and coaching distributed technical teams.

• Strong hands-on technical troubleshooting experience across SQL, APIs, authentication, data schemas, synchronization processes, and data exports.

• Demonstrated ability to develop diagnostic scripts, internal tools, and automation that improve investigation efficiency and support outcomes.

• Experience designing, implementing, and evaluating AI-enabled support systems, including grounded AI responses, permission management, failure analysis, risk controls, and human escalation workflows.

• Experience developing structured, version-controlled technical documentation, knowledge bases, and operational runbooks with clear review and publishing processes.

• Strong customer-focused judgment and the ability to prioritize complex issues according to business impact, severity, and contractual commitments, even when the underlying cause is unclear.

• Excellent communication skills, including the ability to manage customer expectations, communicate uncertainty transparently, and coordinate effectively with technical and non-technical stakeholders.

• Experience with capacity planning, workforce management, operational benchmarking, and support economics, with the ability to build sustainable and scalable support models.

• Strong leadership and coaching capabilities, with a hands-on, accountable approach to problem-solving and continuous improvement.

• Ability to collaborate closely with Engineering, Product, Services, Customer Architects, and other customer-facing teams to improve the overall customer experience.

Nice to have:

• Experience supporting enterprise data platforms, cloud data warehouses, or marketing technology solutions, including audience activation and destination integrations.

• Experience scaling technical support teams based in India.

• Familiarity with Knowledge-Centered Service (KCS) methodologies.

• Experience safely expanding internal AI assistants into customer-facing support operations.

• Previous experience building support functions for complex, data-intensive enterprise software products.

Benefits:

• Competitive annual base salary:

  • Canada: CAD $240,000–$250,000.

  • United States: USD $170,000–$180,000.

• Equity compensation and additional variable compensation opportunities.

• Fully remote, flexible-first working environment with teams distributed across North America and beyond.

• Flexible, goal-oriented working arrangements.

• Flexible paid time off.

• Monthly company-wide Recharge Days to support rest and well-being.

• Annual home office stipend to support a productive remote workspace.

• Comprehensive health coverage, including:

  • 100% employer-paid individual medical coverage, with strong dependent contributions.

  • Employer-paid health, dental, vision, life, and disability insurance for Canadian employees.

• Retirement savings program through an RRSP in Canada or 401(k) in the United States, with generous company matching.

• Annual professional development stipend.

• Quarterly hackathons offering opportunities to explore innovative ideas and personal projects.

• Opportunity to work directly with an experienced executive team and collaborate with talented professionals across multiple disciplines.

• A learning-oriented culture that encourages experimentation, ownership, innovation, and continuous professional growth.