Director of Technical Support Engineering

Required Experience

• A proven record of building or transforming technical support, hiring and coaching distributed technical support engineers, and owning customer outcomes end to end while staying active in investigations.
• Hands-on troubleshooting across SQL, APIs, authentication, schemas, data syncs and exports, plus evidence of building diagnostic scripts, tools or automation that improved support.
• Experience designing and evaluating AI-enabled support systems, including grounded answers, permissions, failure analysis and human handoffs. Show what improved and how you controlled risk.
• Experience turning investigations into reliable, version-controlled knowledge and runbooks, with clear review and publishing ownership.