Director of Customer Support Engineering (Remote - US)

This position is posted by Jobgether on behalf of DoseSpot. We are currently looking for a Director of Customer Support Engineering in United States.

This leadership role offers the opportunity to shape and scale a global technical support organization that ensures exceptional customer experiences across complex software platforms. The Director of Customer Support Engineering will lead teams responsible for resolving challenging technical issues, providing mentorship, and driving strategic initiatives that improve processes and tools. This position requires collaboration with product, engineering, and customer success teams to prioritize fixes, close feedback loops, and enhance overall customer satisfaction. The role balances hands-on technical expertise with people management and strategic vision, making a direct impact on customer trust, retention, and company reputation. Ideal candidates thrive in fast-growing environments, enjoy solving complex problems, and are passionate about building high-performing teams.

Accountabilities:

• Lead and mentor Support Managers and their teams, fostering a culture of accountability, technical excellence, and customer-first thinking.
• Develop, implement, and optimize incident management, escalation protocols, and root cause analysis processes.
• Establish and track support metrics (SLAs, CSAT, NPS, backlog) to drive continuous performance improvements.
• Identify recurring customer issues and collaborate with Product and Engineering to resolve them at the source.
• Serve as the escalation point for complex technical issues requiring deep product and system knowledge.
• Guide the team in troubleshooting, log analysis, API debugging, and integration support.
• Advocate for customer needs in product roadmap discussions to ensure support feedback informs prioritization.
• Lead technical enablement programs for support and customer-facing teams.
• Represent the organization in high-stakes customer interactions and executive briefings.
• Develop strategies for proactive support, including monitoring, health checks, and customer education.
• Partner with senior leadership on operating plans, including headcount forecasting, growth areas, and hiring strategy.

• At least 10 years of experience in technical support or engineering roles, including 5 years in leadership managing managers and high-performing teams.
• Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
• Deep technical expertise in cloud-based, data-driven web applications; experience with Microsoft Azure PaaS (App Gateway, App Service, Function Apps, Web Jobs, Storage Accounts), SQL Server, RESTful APIs, and full-stack development (React frontend, C# backend) preferred.
• Strong understanding of software integrations, system architecture, and troubleshooting complex environments.
• Experience in regulated industries (healthcare preferred) with knowledge of security, data protection, and compliance standards.
• Proficiency in implementing innovative tools and technologies, including GenAI, AgenticAI, and custom solutions.
• Demonstrated ability to drive process improvements, system optimization, and scalability in global support operations.
• Excellent communication, collaboration, and executive-level engagement skills.
• Strong strategic thinking, problem-solving, and decision-making capabilities in high-stakes situations.

• Remote work environment with flexible scheduling for work-life balance.
• Annual company offsite to connect and collaborate with peers.
• Generous leave package, including flexible time off, 13 paid holidays, paid sick leave, and parental leave.
• Medical, dental, and vision insurance for employees and family members; company-funded FSA & HSA options.
• 401(k) retirement plan with company match.
• One-time reimbursement for optimizing your remote workspace.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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