Director of Technical Success
Core
Lead and scale the Technical Success function, acting as the bridge between customers and Engineering to resolve complex technical issues for AI teammates used by home services contractors.
Role type
Director of Technical Success (Hands-on IC leadership)
Builds
AI-powered customer support and appointment booking systems for plumbing, HVAC, and electrical contractors
Domain
SaaS / AI / Home Services
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Technical team leadership, escalation framework design, SLA definition, Engineering partnership, root cause analysis, technical-to-business translation, process automation, incident management, strategic planning, stakeholder management
Preferred skills
AI/voice/conversational AI product experience, ServiceTitan integration experience, startup environment experience, mid-market/enterprise support experience
Technologies
ServiceTitan, CRMs, ticketing systems
Responsibilities
Lead and scale the AI Tech Support team; Serve as the primary bridge between customer-facing teams and Engineering for complex technical issues; Define and execute the strategy and operating model for Technical Success; Establish scalable processes for technical support, troubleshooting, and incident management; Identify patterns across customer issues to drive product improvements; Build trust and communication loops between Technical Success and Engineering
Seniority
Director, hands-on leadership
