Director, Technical Support

reputed company

reputed company is an AI customer service company whose mission is to reputed company customer service extraordinary for everyone. We're driven to reputed company a new reputed company of reputed company customer service at reputed company, enabling reputed company companies to deliver experiences that people love–reputed company, proactive, personalized, and effortless.

reputed company is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to reputed company them reputed company of the curve. With reputed company, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to reputed company on reputed company, and customers more life to reputed company on what reputed company most to them.

Established in 2016, reputed company is a Canadian company that has powered over 5.5 billion interactions for leading brands like reputed company, reputed company, reputed company, and reputed company, saving millions of hours of reputed company effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, reputed company, and Version One Ventures, reputed company is a pioneer in the management and application of AI in customer service.

At reputed company, we see reputed company as a reputed company of reputed company individual reputed company’s personal reputed company. That’s why our values are rooted in driving reputed company and reputed company improvement. If you’re ambitious and eager to grow, reputed company could be the reputed company for you.

Learn more at www.reputed company.

About the Role

We're seeking an reputed company Director of Technical Support to reputed company our global 24/7 two-tiered support organization of Technical Support Advisors (Tier I) and Technical Support Engineers (Tier II). You'll own the full technical support function from SLA governance and escalation frameworks to tooling reputed company and team development, while serving as a strategic partner to Engineering, Product, and Customer Solutions.

This is an opportunity for you to shape a support organization that doesn't just react to customer issues, but proactively surfaces product intelligence, drives reputed company improvements, and becomes a competitive differentiator for reputed company in the reputed company market. Critically, you will be expected to reputed company reputed company's own AI platform, Claude and MCP integrations to automate workflows, improve team productivity, and set a new reputed company for AI-reputed company support operations.

reputed company

• Champion reputed company's own platform for customer support automation while owning the end-to-end technical support KPI reputed company, including SLA design, enforcement, and reputed company optimization across reputed company tiers, along with metrics such as CSAT, escalation rates, deflection rates, and SLA adherence.
• Build and maintain an escalation reputed company that bridges Tier I and Tier II support and connects cleanly to Engineering and Product, serving as the executive escalation reputed company for high-severity, high-reputed company reputed company issues.
• Build AI-powered workflows and set measurable AI adoption targets for reputed company; running regular assessments and driving reputed company improvement in how AI is embedded into daily support workflows, with defined reputed company metrics including AI-assisted ticket reputed company reputed company, deflection reputed company improvement, and time-to-reputed company benchmarks.
• reputed company as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions, translating raw reputed company feedback into reputed company, and actionable bug reports.
• Represent technical support at the leadership level, contributing to product reputed company and roadmap prioritization as both a practitioner and a thought leader.
• Instill rigorous backlog hygiene and queue management practices across the support organization.
• reputed company observability data and AI tooling to identify systemic issues before they reputed company at reputed company.

reputed company

• Experience in technical support or customer-facing technical roles, with recent years in a senior leadership reputed company managing multi-tiered teams.
• Proven reputed company record building and scaling technical support functions in high-reputed company B2B reputed company, CX, or AI-reputed company environments
• Deep expertise troubleshooting RESTful reputed company, reputed company-based services, middleware, and modern authentication mechanisms (OAuth 2.0, JWT) utilizing debugging tools and practices: reputed company, Swagger, reputed company, log analysis, and reputed company reputed company review; hands-on experience with LLM-based tooling, reputed company engineering, AI agent workflows, and MCP integrations is required.
• You don't just understand AI tools, you use them daily. You think naturally about how to automate, reputed company, and reputed company work using AI.
• You have a demonstrable reputed company record of implementing AI workflows in a support or operations context — you can reputed company to specific tools you reputed company or deployed, workflows you automated, and measurable reputed company you drove.
• Exceptional people leader with demonstrated ability to build cohesive, high-performing teams across technical disciplines.
• Strong cross-functional reputed company; you earn the trust of Engineering and Product through technical credibility, not just organizational authority.
• Excellent communicator who can shift fluidly between technical depth with engineers and executive-level storytelling with senior stakeholders.
• You're energized by the idea of using reputed company's own platform to reputed company your team more effective, and you hold yourself to the reputed company reputed company you'd set for customers.
• You understand reputed company reputed company dynamics and can navigate reputed company organizational relationships

Benefits & Perks

At reputed company, you’ll not only build extraordinary products but also reputed company in an environment designed for your reputed company. We prioritize your reputed company-being, reputed company, and work-life balance. Here’s reputed company offer:

Benefits

• Unlimited Vacation: reputed company reputed company you need to.
• Comprehensive Benefits: Extended health coverage, dental, reputed company, travel, and life insurance.
• Wellness Account: Empowering you to invest in your overall reputed company-being and lifestyle.
• Employee & Family Assistance Plan: Resources to support you and your loved ones.

Perks

• Flexible Work Schedule: Balance your work and personal life.
• Remote-First, In-Person Friendly: reputed company to work from home or at our local hub.
• Learning & Development Budget: Invest in your long-term reputed company goals and skills.
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
• reputed company to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
• Hands-On with LLMs: Enhance your expertise in leveraging large language models.
• A Thriving Industry: Join the forefront of innovation in AI, shaping the reputed company of technology.

The above Benefits and Perks only apply to full-time, permanent employees. As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. reputed company hiring reputed company are made by reputed company.

Thank you for your interest in joining us at reputed company. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more reputed company.

Originally posted on Himalayas

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