Global Technical Support Director

This is a remote position.

D
•Engage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.

We are seeking an experienced Global Technical Support Director to lead and transform our technical support operations across multiple regions and time zones. This senior leadership position will drive strategic direction, operational excellence, and performance of technical support teams worldwide while ensuring exceptional customer satisfaction in the digital marketing SaaS space. As a key member of our leadership team, you will oversee the development and implementation of comprehensive support strategies that align with our business objectives and competitive positioning in the industry.

Key Responsibilities

Strategic Leadership & Global Management

• Lead and strategically manage global technical support teams across multiple regions, ensuring 24/7 "follow-the-sun" coverage
  

• Develop and implement comprehensive technical support strategies that drive operational excellence and align with organizational goals
  

• Create and manage technical support budgets, ensuring optimal resource allocation and cost-effectiveness
  

• Provide strategic direction for the customer support function while integrating customer goals with corporate objectives.
  

Operational Excellence & Process Innovation

• Establish and maintain service level agreements (SLAs), key performance indicators (KPIs), and quality standards across all regions.
  
• Leverage automation, AI, and emerging technologies to improve support efficiency and service delivery.
  
• Develop and implement processes and procedures to enhance operational efficiency and customer experience.
  
• Drive continuous improvement initiatives through team development, process enhancement, and support tool optimization
  

Customer Experience & Satisfaction

• Serve as the voice of the customer in all internal conversations and instill a "Customer First" mindset across the organization.
  
• Oversee complex technical issue resolution and manage escalations to ensure timely problem resolution
  
• Drive customer satisfaction initiatives and maintain strong relationships with key stakeholders
  
• Collaborate with delivery, product, and engineering teams to improve workflows and influence product roadmap priorities
  

Team Development & Leadership

• Provide guidance, support, and mentorship to technical support managers and team leaders globally.
  
• Foster a culture of knowledge sharing and professional development within the global support organization.
  
• Implement comprehensive training programs and ensure team readiness for product launches and technology updates.
  
• Conduct regular performance evaluations, provide constructive feedback, and support career development goals.
  

Must Have:

• Proven experience in enterprise SaaS or cloud environments, preferably within digital marketing automation, customer engagement platforms, or similar technology companies.
  

Requirements

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related technical field.
  

• Minimum 8-10 years of progressive experience in technical support, with at least 5 years in senior management or director-level positions.
  
• Deep understanding of technical support best practices, including SQL queries, API integrations, system integrations, and troubleshooting methodologies.
  
• Experience with support platforms, ticketing systems, CRM systems, and support automation tools.
  
• Knowledge of cloud computing, web and mobile development platforms, email protocols, DNS, and modern software development practices.
  
• Track record of building and scaling customer support organizations in high-growth SaaS environments.
  
• Outstanding written and verbal communication skills with ability to present to executive leadership and cross-functional teams.
  
• Experience working with international teams and understanding of cultural differences in global operations.
  

Benefits

• Work at the cutting edge of marketing technology and customer engagement
  
• Be a part of a collaborative, innovative and fast-paced environment with remote global teams
  
• Opportunities for continuous learning and professional development
  
• Competitive salary and benefits package
  
  

D
•Engage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

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