Director of Technical Support Engineering

This

position

is

listed

on

behalf

of

a

partner

company,

which

manages

all

applications

and

next

steps.

Our

partner

is

looking

for

a

Director

of

Technical

Support

Engineering

based

in

Canada

.

As

Director

of

Technical

Support

Engineering,

you

will

lead

the

transformation

and

development

of

a

global

technical

support

organization

for

an

innovative,

AI-driven

enterprise

technology

platform.

You

will

own

the

entire

customer

support

experience,

ensuring

technical

issues

are

investigated,

resolved,

and

continuously

transformed

into

opportunities

for

improvement.

Combining

hands-on

technical

expertise

with

strategic

leadership,

you

will

build

and

develop

high-performing

distributed

engineering

teams

while

introducing

AI-powered

support

systems

and

intelligent

automation.

You

will

establish

scalable

processes,

strengthen

collaboration

with

Product

and

Engineering,

and

drive

measurable

improvements

in

customer

satisfaction,

operational

efficiency,

and

service

reliability.

This

is

an

exciting

opportunity

to

shape

a

modern,

AI-native

support

function

in

a

remote-first,

fast-growing

technology

environment.

Accountabilities:

Build

and

lead

the

Technical

Support

Engineering

function

Recruit,

develop,

and

manage

a

high-performing

team

of

technical

support

engineers,

establishing

strong

technical

standards

across

SQL,

APIs,

debugging,

and

cloud

data

systems

while

remaining

directly

involved

in

complex

customer

investigations.

Develop

a

distributed

support

organization:

Expand

and

manage

geographically

distributed

teams,

initially

focusing

on

India,

and

establish

sustainable

staffing

models,

coverage

strategies,

and

resource

allocation

based

on

workload,

industry

benchmarks,

and

operational

economics.

Build

an

AI-native

support

organization:

Design

and

implement

AI-assisted

workflows

for

issue

intake,

triage,

investigation,

and

diagnostics,

leveraging

approved

knowledge

bases,

logs,

telemetry,

and

authorized

customer

information

to

improve

resolution

speed

and

consistency.

Ensure

responsible

AI

implementation:

Evaluate

AI-powered

support

solutions

against

real

customer

cases,

establish

privacy

controls,

permissions,

human

approval

processes,

and

escalation

procedures,

and

progressively

expand

automation

based

on

measurable

improvements

in

quality

and

productivity.

Own

the

end-to-end

customer

support

experience:

Oversee

the

entire

support

lifecycle,

from

initial

intake

and

prioritization

through

technical

investigation,

escalation,

resolution,

and

customer

communication,

ensuring

clear

ownership

and

seamless

handoffs

between

support

levels

and

other

teams.

Manage

service

levels

and

incident

response:

Establish

and

maintain

service

standards,

including

reliable

24/7

critical

incident

coverage,

structured

escalation

paths,

sustainable

on-call

rotations,

backup

coverage,

and

effective

recovery

practices

following

overnight

incidents.

Strengthen

knowledge

management

and

automation:

Modernize

customer

documentation,

internal

knowledge

bases,

and

technical

runbooks,

managing

version-controlled

resources

through

GitHub

and

establishing

clear

review,

validation,

and

publishing

standards.

Improve

technical

diagnostics

and

self-service:

Turn

recurring

investigations

into

reusable

documentation,

diagnostic

scripts,

and

automated

tools

that

improve

visibility

into

customer

workloads,

integrations,

and

infrastructure

while

reducing

repetitive

support

requests.

Partner

with

Product

and

Engineering:

Establish

shared

escalation

processes,

improve

incident

ownership,

support

root

cause

analysis,

and

drive

permanent

product

and

infrastructure

improvements

while

minimizing

unnecessary

engineering

interruptions.

Drive

operational

performance:

Monitor

response

times,

resolution

rates,

SLA

attainment,

customer

outcomes,

and

team

workload,

using

support

trends

and

operational

insights

to

inform

product

reliability,

observability,

and

customer

experience

improvements.

Requirements:

Proven

experience

building,

scaling,

or

transforming

technical

support

engineering

organizations,

including

recruiting,

managing,

and

coaching

distributed

technical

teams.

How Jobgether works

• We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
• We appreciate your interest and wish you the best!
• Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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