Director of Tier 3 and Support Engineering

The Director of Tier 3 Support & Support Engineering leads the teams that solve our customers' hardest problems. You'll own two functions: Tier 3 Support, our senior specialists who provide real-time product expertise and resolve anything escalated beyond our front-line tiers, and Support Engineering, the team that investigates technical defects, reproduces and triages bugs, and partners with Engineering to get them fixed and closed out with the customer.

Leadership & Team Development

• Lead, coach, and develop the managers and specialists across Tier 3 and Support Engineering, including hiring, performance management, and career development.
• Build a bench: clear role expectations, skill ladders, and a promotion path from Tier 1 and Tier 2 into Tier 3 and Support Engineering.
• Set a high bar for technical depth, customer communication, and ownership.

Experience

• 7+ years in technical support, support engineering, or escalations, including 3+ years in leadership and experience managing managers.
• A track record of building and scaling technical support or support engineering teams, ideally in B2B SaaS.
• Hands-on experience owning bug triage and escalation workflows with Engineering, including Jira.
• Experience leading a support team through production incidents and outages.
• Experience working with outsourced or BPO support partners.

• Flexible Paid Time Off + 10 company-wide paid holidays
• Competitive Medical, Dental & vision offerings, with buy up plan options, AND we match your HSA contributions.
• Fully Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors.
• Learning & Development Reimbursement program
• Company paid Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!

Please Note: All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.