Director, Technical Support Engineering (L2 Support)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Technical Support Engineering (L2 Support) based in the United States.

This leadership role is responsible for building and scaling a world-class technical support organization within a fast-growing technology environment.

The position oversees global support operations, ensuring enterprise customers receive exceptional technical assistance and timely issue resolution.

You will lead experienced support engineering teams, drive operational excellence, and establish scalable processes that improve customer outcomes.

Working closely with Product, Engineering, Sales, and Customer Success teams, you will influence product improvements through customer insights and data-driven decisions.

The role combines strategic leadership with hands-on operational management across complex SaaS and hardware solutions.

You will have the opportunity to shape support strategy, develop high-performing teams, and deliver meaningful impact at scale.

Accountabilities:

The Director, Technical Support Engineering will own the strategy, execution, and continuous improvement of technical support operations, ensuring a high-quality customer experience while scaling teams and processes globally. Key responsibilities include:

• Lead and scale a technical support organization of engineers, agents, and managers across multiple locations and time zones.
• Oversee day-to-day support operations, ensuring service level agreements (SLAs), operational targets, and customer satisfaction goals are consistently achieved.
• Drive resolution of complex technical issues by partnering with Product, Engineering, Sales, Customer Success, and external stakeholders.
• Manage escalations and ensure high-priority customer concerns are addressed efficiently with a strong focus on enterprise customer experience.
• Develop and implement scalable processes, tools, automation strategies, and performance metrics to improve efficiency and service quality.
• Build strong feedback loops by analyzing support trends, customer insights, and operational data to influence product improvements.
• Hire, mentor, coach, and develop inclusive, high-performing teams while supporting employee growth and career progression.
• Establish support readiness programs, including training initiatives for new products, services, and technical capabilities.
• Conduct capacity planning, identify resource needs, and optimize team structures to support business growth.
• Use data analytics and key performance indicators to guide decisions, improve customer outcomes, and enhance operational excellence.
• Promote a culture focused on customer success, collaboration, innovation, accountability, and continuous improvement.

Requirements:

The ideal candidate is an experienced technical support leader with a strong background in scaling customer-focused engineering organizations within complex technology environments. Required qualifications and skills include:

• Bachelor’s degree in Engineering, Computer Science, Information Systems, or a related technical field; an MBA is a plus.
• 10+ years of leadership experience in Technical Support, Engineering, or Operations roles at Senior Manager or Director level.
• Proven experience managing and scaling support organizations through periods of rapid growth and expansion.
• Strong background supporting both cloud-based software platforms and hardware or equipment-based products.
• Experience leading technical support teams serving mid-market and enterprise customers.
• Strategic mindset with the ability to design innovative solutions and operational models at scale.
• Strong analytical, problem-solving, and decision-making skills with a data-driven approach.
• Experience using AI tools such as Claude, Gemini, Glean, Granola, or similar solutions to analyze information, improve workflows, and promote AI adoption.
• Demonstrated ability to create scalable operating procedures, performance frameworks, and continuous improvement programs.
• Excellent written and verbal communication skills, with the ability to influence stakeholders across multiple teams and levels.
• Experience managing customer escalations and collaborating cross-functionally to achieve successful resolutions.
• Strong leadership capabilities, including attracting, developing, motivating, and retaining high-performing teams.
• Familiarity with CRM and support platforms such as Zendesk, Salesforce, or similar tools, with a focus on operational optimization.
• Ability to adapt quickly, manage competing priorities, and make effective decisions in high-pressure environments.

Benefits:

• Competitive annual base salary range of $132,720 to $213,300 USD, depending on location, skills, experience, and other job-related factors.
• Performance-based bonus opportunities and equity eligibility for applicable roles.
• Comprehensive total rewards package designed to support long-term career growth and high-impact contributions.
• Flexible remote working model that supports different work styles and collaboration needs.
• Professional development stipend to support continuous learning and career advancement.
• Comprehensive health benefits and parental leave programs.
• Opportunity to lead impactful initiatives within a high-growth technology environment.
• Inclusive workplace culture focused on collaboration, innovation, and belonging.