Director, Support Engineering

Accountabilities

• Own the end-to-end Support Engineering function, including operational strategy, team structure, processes, tooling, and performance.


• Lead daily support operations across global time zones, including queue management, triage, SLA adherence, prioritization, and escalation management.


• Partner with Engineering, Solution Architecture, and Customer Success to drive resolution of complex technical issues, particularly those affecting enterprise customers.


• Maintain visibility into individual support cases and recurring patterns, helping teams resolve issues efficiently while maintaining quality at scale.


• Define and continuously improve support infrastructure, including workflows, tooling, runbooks, internal documentation, and the knowledge base.


• Identify systemic customer and product issues through support signals and translate them into actionable feedback for Product and Engineering teams.


• Establish, monitor, and improve key support metrics, including CSAT, first response time, mean time to resolution, escalation rates, and ticket deflection.


• Hire, develop, coach, and retain a high-performing global team of Support Engineers and Support Engineering managers.


• Establish clear career progression frameworks and provide ongoing feedback, coaching, and professional development opportunities.


• Build a culture centered on technical excellence, customer empathy, ownership, curiosity, and continuous learning.


• Partner with senior leadership to define the long-term Support Engineering strategy in line with business growth and an expanding enterprise customer base.


• Collaborate with Product and Engineering ahead of major launches and releases to ensure support readiness and effective customer feedback loops.


• Represent the Support Engineering function in cross-functional planning, workforce planning, and complex customer escalations involving senior stakeholders.


• Use operational data and customer insights to drive measurable improvements across the support organization.

• 7+ years of experience in technical support or Support Engineering, including at least 3 years in a leadership or management position.


• Proven experience building, scaling, or leading Support Engineering teams within a developer-first, API-driven, or technically complex SaaS environment.


• Strong technical foundation with the ability to read code, troubleshoot complex issues, debug API integrations, and understand headless architectures and content delivery infrastructure.


• Strong understanding of developer-facing SaaS products and the technical challenges encountered by engineering and enterprise customers.


• Exceptional written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.


• Strong customer orientation and the ability to balance technical resolution with customer experience and business priorities.


• Data-driven leadership approach, using operational metrics and customer signals to identify trends, prioritize initiatives, and drive measurable improvements.


• Strong organizational and prioritization skills, with the ability to manage multiple competing priorities across globally distributed teams.


• Experience managing managers and developing organizational structures is an advantage.


• Ability to operate effectively in a remote, multicultural, and cross-functional environment.


• Strong leadership presence, sound judgment, and a proactive approach to solving organizational and customer challenges.

• Fully remote working opportunity within Europe.


• Location-based competitive salary.


• Competitive stock options program.


• Comprehensive health plans and additional employee perks.


• Flexible, trust-based working environment.


• Strong emphasis on sustainable work-life balance that accommodates individual and family needs.


• Opportunity to work with a highly skilled and supportive international team.


• Exposure to a diverse global customer and developer community.


• Significant leadership scope across people, operations, technology, and customer experience.


• Opportunities for long-term professional and personal growth.


• Collaborative environment with strong cross-functional exposure to Product, Engineering, Customer Success, and Solution Architecture.


• Opportunity to influence support strategy and directly shape product and engineering improvements through customer insights.

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