Director of Support Engineering - Americas
Core
Lead the Support Engineering function to bridge frontline support and engineering, resolving complex technical issues through investigation, configuration, and product feedback loops.
Role type
Director of Support Engineering (B2B SaaS)
Builds
Scalable support systems, escalation mechanisms, diagnostic tooling, and cross-functional operating models.
Domain
B2B SaaS, Customer Success, Technical Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Leadership of technical functions, strategic organizational design, cross-functional partnership, data-driven decision making, technical debugging (APIs, logs, databases), stakeholder communication, systems-level problem solving.
Preferred skills
Experience with AI-enhanced tooling, automation, self-serve design, scaling support operations.
Technologies
APIs, integrations, logs, databases, application behavior, debugging tools, diagnostic tooling.
Responsibilities
Set vision and operating model for Support Engineering; lead and develop the Support Engineering Manager; build shared standards across Support, Product, and Engineering; partner on product improvements based on recurring technical patterns; establish data mechanisms for escalation health and resolution speed; evolve organizational structure and hiring plans.
Seniority
Director, hands-on leader with strategic and operational scope
