Position Summary:
We are seeking an experienced and visionary Director of Technical Support to lead our world-class technical support organization and help us build for the future. In this role, you will define and execute the strategic direction for customer support, build and mentor a high performing team, drive innovation and operational efficiency, and act as a key advocate within the company to ensure our customers receive exceptional service every time.
Key Responsibilities:
Leadership and Strategy
Develop and implement a technical support strategy aligned with the company’s goals and customer success vision.
Build, mentor, and inspire a high-performing team of support engineers and managers (L1-L3), including a small custom development team.
Establish and manage scalable processes to support growth across multiple time zones and regions.
Define key performance indicators (KPIs) to measure the success and quality of the support organization.
Customer Advocacy
Act as the voice of the customer, partnering with product, engineering, and sales teams to address customer needs and feedback.
Build strong relationships with customers, especially enterprise clients, to ensure their success with Jellyfish products.
Drive customer satisfaction, retention, and loyalty through exceptional support experiences.
Operational Excellence
Oversee the day-to-day operations of the technical support team, ensuring timely resolution of customer issues.
Continuously refine and optimize workflows, ticket management (Zendesk), and escalation processes.
Implement advanced tools, technologies, and methodologies to improve operational efficiency and response times.
Collaborate with cross-functional teams to streamline the handoff process between technical support and other departments.
Technical Expertise and Enablement
Ensure the support team is equipped with in-depth knowledge of Jellyfish’s platform and related technologies.
Develop and deliver training programs to foster technical growth and knowledge sharing within the team.
Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edge.
Qualifications:
Experience
7+ years of leadership experience in technical support, customer success, or a related field, with 3+ years in a global senior leadership role (leading other leaders).
Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company. Experience with integrating with customer-managed products is a plus.
Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.).
Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus.
Skills
Exceptional leadership, communication, and organizational skills.
Strong problem-solving and decision-making abilities with a customer-first mindset.
Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira).
Ability to work effectively in a fast-paced, high-growth environment.
EducationBachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
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