Director Technical Support

Job Title : Technical Support Engineering

Location : Irving, Texas, Atlanta, Georgia, Columbus, Ohio, United States

Job Type : Full Time

As our client is looking for a senior Technical Support Engineering leader, this role will lead a Tier 3 / Level 3 support organization responsible for resolving the most complex technical issues across a large scale, customer facing enterprise platform. This position plays a critical role in platform stability, customer experience, and operational excellence.

The Director will set both the strategic and operational direction of advanced technical support, partnering closely with Engineering, Product, Infrastructure, Security, Data, and Commercial teams.

Role Overview

This role leads advanced incident management, complex problem resolution, and systemic root cause elimination. The successful candidate will ensure exceptional service delivery, drive operational maturity, and build scalable support models aligned with enterprise growth.

Key Responsibilities

Strategy & Operational Leadership

Define and execute the Tier 3 support strategy aligned with business, product, and technology roadmaps

Establish governance frameworks and standardized, ITIL aligned support practices

Lead complex case resolution, major incident response, and enterprise problem management

Build scalable operating models to support evolving products and commercial expansion

Advanced Technical Support & Incident Management

Oversee resolution of the most complex platform and application issues

Own escalation pathways into Engineering, Product, and Infrastructure teams

Drive structured root cause analysis (RCA) and long term issue prevention

Partner with Product and Engineering on defect trends, system health, and automation opportunities

Lead major incident triage, response, and executive level communications

Act as the operational liaison across Support, Engineering, Infrastructure, Data, Security, and Commercial stakeholders

Support high impact customer escalations in partnership with account and commercial teams

Team Leadership & Talent Development

Build and lead a high performing team of managers, senior engineers, SMEs, and Tier 3 analysts

Develop competency frameworks, technical training paths, and succession plans

Foster a culture of accountability, innovation, and customer focus

Mentor and develop leaders and technical experts within the organization

Manage third party resources through defined SLAs, KPIs, and SOWs

Governance, Budget & Compliance

Own escalation protocols, documentation standards, and operational compliance

Manage budgets, vendor relationships, and tooling investments

Ensure alignment with regulated industry requirements (e.g., HIPAA, PCI)

Performance Management & Analytics

Define and own Tier 3 KPIs including SLA performance, backlog health, defect resolution, and incident reduction

Lead operational and executive business reviews

Develop dashboards and analytics to communicate trends and insights

Oversee capacity planning and forecasting for highly skilled technical teams

Qualifications & Experience

Required

Bachelor’s degree or equivalent experience; advanced degree preferred

Typically 12+ years of experience in IT operations, technical support, or service delivery

4+ years of experience leading managers or senior technical teams

Proven success managing high severity incidents, cross functional escalations, and root cause analysis

Strong analytical background with experience defining KPIs, dashboards, and operational review cycles

Demonstrated ability to partner with Product and Engineering on stability, roadmap alignment, and defect management

Technical & Professional Skills

Deep expertise in Tier 3 support models, troubleshooting methodologies, and platform architecture fundamentals

ITIL aligned service management knowledge (incident, problem, change, knowledge management)

Ability to interpret logs, APIs, integrations, and system telemetry

SQL proficiency or working knowledge to guide technical investigations

Experience with service and collaboration tools such as Salesforce Service Cloud, Jira, Confluence, and monitoring platforms

Executive level communication skills with strong stakeholder influence

Additional Strengths

Continuous improvement and process optimization mindset

Strong business and financial acumen

Consultative approach with the ability to build trust based customer relationships

Effective negotiator and influencer across technical and non technical audiences

Comfortable navigating ambiguity in fast changing environments

Experience in regulated or complex industries such as healthcare, pharmacy, insurance, retail, or distribution strongly preferred