Director of Tier 3 and Support Engineering

Accountabilities:

Leadership and team development: Lead, coach, and develop managers and specialists across Tier 3 Support and Support Engineering, overseeing recruitment, performance management, career progression, and team effectiveness. Establish clear role expectations, technical skill frameworks, and advancement pathways for employees progressing from Tier 1 and Tier 2 into specialized support roles.
Escalation management: Own the end-to-end escalation process, from Tier 2 handoffs through complex issue resolution and Engineering collaboration. Establish clear escalation criteria, service-level agreements (SLAs), accountability standards, and workflows that ensure issues are resolved efficiently without unnecessary delays.
Complex customer resolution: Oversee high-priority technical cases involving enterprise customers, dental service organizations (DSOs), and at-risk accounts. Partner with frontline support leadership to ensure escalations include accurate diagnostic information and appropriate context, while maintaining visibility into critical customer issues and weekly account watchlists.
Support engineering and bug lifecycle: Manage the support-side bug lifecycle, including investigation, reproduction, triage, severity assessment, documentation, Jira handoffs, Engineering follow-up, and communication with affected customers through resolution. Build strong partnerships with Product and Engineering to prioritize defects according to customer impact and business risk.
Technical support excellence: Lead support for complex product areas, including practice management system integrations, payment solutions, telephony, and AI-powered voice technologies. Ensure teams have the technical knowledge, tools, and processes needed to diagnose and resolve sophisticated issues.
Incident management: Lead Support's response to critical P0/P1 production incidents, coordinating triage, internal communications, customer updates, and post-incident reviews. Establish effective on-call coverage and collaborate with Product and Engineering on launch readiness to minimize disruptions and prevent spikes in support volume.
Continuous improvement and customer insights: Translate escalation trends, bug reports, and customer feedback into actionable recommendations for Product, Engineering, and other stakeholders. Partner with Learning and Development and frontline support leadership to improve documentation, strengthen knowledge sharing, and increase first-contact resolution.
AI and automation: Identify and implement opportunities to use AI-powered tools and automation, including Intercom Fin, to accelerate troubleshooting, improve diagnostic accuracy, reduce unnecessary escalations, and increase operational efficiency.
Performance measurement and reporting: Define, monitor, and report on key support metrics, including escalation rates, time to resolution, escalation and bug aging, reopen rates, and customer satisfaction (CSAT) for escalated cases. Use data to identify performance gaps, guide improvements, and demonstrate measurable progress.
Cross-functional collaboration: Work closely with customer support leadership, Engineering, Product, and outsourced business process outsourcing (BPO) partners to maintain consistent service quality, improve technical processes, and support organizational growth.
Requirements:
Professional experience: At least seven years of experience in technical support, support engineering, or escalation management, including at least three years in leadership roles and demonstrated experience managing managers.
Team leadership and scaling: Proven success building, developing, and scaling technical support or support engineering teams, ideally within a B2B SaaS environment. Experience managing international teams and collaborating with outsourced or BPO support partners is highly desirable.
Technical escalation expertise: Hands-on experience managing complex support escalations and bug triage workflows in partnership with Engineering, including issue reproduction, severity assessment, documentation, prioritization, and resolution tracking.
Incident management: Demonstrated experience leading support teams through production incidents, service outages, and other high-impact technical situations, with the ability to coordinate rapid responses and maintain effective customer communication.
Technical proficiency: Ability to investigate technical issues by reviewing logs, working with APIs and integrations, and writing basic SQL queries. Familiarity with technical troubleshooting, software defect analysis, and cross-system dependencies is important.
Support platforms and tools: Strong experience with Jira for bug tracking and escalation workflows. Experience with Intercom is strongly preferred, while familiarity with Zendesk or Salesforce Service Cloud is also valuable.
AI and automation: Experience applying AI-powered tools and automation to customer support workflows, with an understanding of how technology can improve diagnosis, reduce repetitive tasks, and enhance service delivery.
Leadership and communication: Strong coaching, mentoring, and people-management capabilities, combined with clear communication skills and the ability to engage confidently with customers, executives, engineers, and cross-functional stakeholders.
Decision-making and accountability: Composure, sound judgment, and a customer-focused approach when handling complex, high-stakes situations. Ability to prioritize effectively, take ownership of outcomes, and maintain accountability throughout the resolution process.
Analytical mindset: Data-driven approach to operational management, with the ability to interpret performance metrics, identify root causes, establish improvement priorities, and demonstrate measurable results.
Education: Bachelor's degree or equivalent professional experience.
Preferred industry knowledge: Experience in healthcare technology or the dental industry is an advantage, particularly familiarity with dental practice management systems, payment processing, VoIP, and telephony solutions.
Benefits:
Flexible paid time off: Flexible PTO to support personal needs, rest, and work-life balance.
Company holidays: Ten company-wide paid holidays each year.
Healthcare coverage: Competitive medical, dental, and vision insurance plans, including additional coverage options.
Health Savings Account (HSA): Employer matching contributions to help employees manage eligible healthcare expenses.
Paid parental leave: Fully paid parental leave to support employees and their families.
Retirement savings: 401(k) plan with an employer match of up to 5.5% of eligible earnings.
Financial wellness: Unlimited access to personal financial advisors to help employees plan and manage their financial futures.
Learning and development: Reimbursement programs to support continued professional growth, education, and skills development.
Insurance protection: Company-paid life insurance, disability coverage, and accidental death and dismemberment (AD&D) insurance.
Mental health support: Access to programs designed to support emotional well-being and mental health.
Additional employee perks: Cellphone and gym membership discounts, corporate Sundance passes, and other employee benefits.
Remote work: A United States-based remote opportunity offering the flexibility to lead distributed teams and collaborate across functions.
Meaningful professional impact: The opportunity to shape technical support strategy, improve software reliability, strengthen customer relationships, and develop high-performing teams in a growing SaaS environment.