Director, Technical Support Engineering
Core
Lead a hybrid workforce of engineers and AI agents to drive Technical Support outcomes, efficiency, and KPIs while orchestrating work across both to redesign case-handling workflows.
Role type
Director, Technical Support Engineering (Management)
Builds
Customer support operations, AI-driven support workflows, and team performance strategies
Domain
Enterprise CRM software, Agentic AI, Technical Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technical support leadership, AI/agentic workflow transformation, operational infrastructure management, global team management, executive-level communication, project management, process improvement, customer experience strategy, SLA management, cross-functional collaboration
Preferred skills
Experience leading managers and individual contributors, experience with outsourced support teams, ability to handle high-profile escalations, strong project management across teams
Technologies
Agentforce, AI tooling, CRM platforms, Support case management systems
Responsibilities
Own and drive Technical Support outcomes and KPIs within region; Facilitate operational improvements leveraging automation and agentic AI; Lead a hybrid workforce of engineers and AI agents; Mentor team members on troubleshooting and AI fluency; Manage resource allocation, hiring, and performance management; Drive engagement with Engineering teams to address systemic issues; Ensure agentic AI adheres to Responsible AI standards
Seniority
Director, hands-on leadership with strategic oversight
