Director, Technical Experience (Support)

This position is posted by Jobgether on behalf of Intradiem. We are currently looking for a Director, Technical Experience (Support) in United States.

We are seeking a strategic and operational leader to drive exceptional Technical Experience for a global SaaS platform. This role blends incident management expertise, people leadership, and cross-functional collaboration to elevate support quality and customer satisfaction. You will define and execute support strategy, optimize processes and tooling, mentor high-performing teams, and act as a key escalation point for critical issues. The position offers the opportunity to influence company objectives, scale global support operations, and enhance customer outcomes in a dynamic and collaborative environment.

Accountabilities:

• Define and execute a multi-year roadmap for 24×7 global support aligned with business objectives.
• Establish, track, and continuously improve KPIs for incident management, customer effort, and CSAT/NPS.
• Recruit, mentor, and retain top Technical Support Engineers, fostering a high-performance, growth-oriented culture.
• Serve as the senior escalation point for critical technical issues, ensuring timely resolution and clear stakeholder communication.
• Advance ITSM practices, automation, and self-service capabilities to reduce time-to-resolution and customer effort.
• Collaborate with Product, Engineering, and Customer Experience teams to influence roadmap and close feedback loops.
• Optimize internal and outsourced resourcing models while managing budgets and service-level commitments.
• Stay abreast of industry trends, emerging technologies, and best practices to maintain competitive support operations.

• Bachelor’s in Computer Science, Engineering, or related field (Master’s or ITIL certifications preferred).
• 12+ years of experience in Technical Support or SaaS environments, with 5+ years leading large, cross-functional teams.
• Proven track record in strategic planning, KPI-driven decision making, and process innovation.
• Expertise with contact center technologies (ACD, WFM, LMS) and complex third-party integrations; networking knowledge a plus.
• Exceptional communication and stakeholder-management skills with ability to influence at all organizational levels.
• Demonstrated ability to build, coach, and scale geographically distributed, high-performing teams.
• Experience driving operational efficiency and improving customer satisfaction through process and tooling enhancements.

• Flexible and collaborative remote work environment.
• Opportunity to lead and shape a global Technical Experience organization.
• Career growth and professional development opportunities.
• Competitive compensation and performance-based recognition.
• Exposure to cutting-edge SaaS technologies and customer experience innovations.
• Participation in initiatives that impact customer satisfaction and operational excellence.

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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