Director of Support Engineering

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

This is a strategic leadership opportunity for a technically driven professional passionate about building scalable support systems and strengthening collaboration between Support, Engineering, and Product teams. In this role, you will lead the evolution of a growing Support Engineering function focused on resolving complex technical challenges while influencing long-term product and platform improvements. You will work at the intersection of customer experience, engineering operations, and organizational strategy to reduce friction, improve supportability, and enhance operational efficiency at scale. The position offers significant ownership, cross-functional influence, and the ability to shape systems, tooling, and processes that directly impact both customers and internal teams. Ideal candidates are systems thinkers who thrive in fast-growing SaaS environments and enjoy transforming operational insights into meaningful technical and business improvements. This role combines strategic leadership, technical depth, and organizational design within a highly collaborative and customer-focused culture.

Accountabilities:

• Partner closely with Engineering leadership to improve how technical issues are identified, escalated, investigated, and resolved across the organization.
• Define and strengthen collaboration models between Support and Engineering teams, including ownership boundaries, escalation pathways, and debugging workflows.
• Drive long-term supportability strategies that reduce recurring customer friction and improve platform reliability and operational scalability.
• Analyze trends in technical escalations, bugs, and support data to identify systemic issues and recommend high-impact product or process improvements.
• Collaborate with Product and Engineering teams to prioritize initiatives that reduce support volume and enhance customer experience.
• Lead and develop Support Engineering managers and teams by establishing clear goals, accountability frameworks, coaching strategies, and career development pathways.
• Build scalable tooling, diagnostics, logging systems, and operational frameworks that increase the technical effectiveness and autonomy of the Support organization.
• Create reporting structures and operational insights that help leadership understand the support impact of engineering and product decisions.
• Partner with leadership on organizational design, hiring, onboarding, and team scaling initiatives as product complexity and customer needs evolve.
• Foster a customer-centric culture that balances technical excellence, operational efficiency, and long-term strategic impact.

Requirements:

• Strong background in software engineering, technical support engineering, infrastructure, SaaS operations, or related technical leadership environments.
• Proven experience collaborating deeply with Engineering and Product teams to improve supportability, operational workflows, and customer outcomes.
• Demonstrated success leading technical support or support engineering organizations in high-growth or complex SaaS environments.
• Ability to identify patterns across operational systems and design scalable, durable solutions to reduce technical friction.
• Experience influencing cross-functional stakeholders and navigating competing priorities with strong judgment and strategic thinking.
• Strong technical understanding of APIs, integrations, debugging processes, system architecture, and platform behavior.
• Experience building or improving internal tooling, workflows, diagnostics, or escalation systems to enhance operational effectiveness.
• Excellent communication and leadership skills with the ability to represent customer impact effectively in technical and strategic discussions.
• Strong organizational design and people leadership capabilities, including mentoring managers and supporting team growth.
• Comfortable operating in ambiguous environments and creating structure, processes, and frameworks where they do not yet exist.
• Customer-focused mindset with a passion for improving technical support experiences through scalable engineering practices.

Benefits:

• Competitive compensation package.
• Stock options with a 10-year exercise window.
• Unlimited paid time off with strong encouragement to take meaningful vacation time.
• Twelve weeks of fully paid family leave for U.S.-based employees.
• Generous budget for equipment, software, and home office setup.
• Monthly education and professional development budget, including conference support with manager approval.
• Opportunity to work on highly impactful initiatives within a fast-growing SaaS environment.
• Collaborative culture focused on high-quality work, ownership, thoughtful communication, and technical excellence.
• Exposure to cross-functional leadership and strategic influence across Support, Product, and Engineering teams.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1