Specialty
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The role
The company, a content operations platform, is hiring a Director of Support Engineering to run its globally distributed support engineering function for developer and enterprise customers. Candidates must be based in North America or Europe.
What you will do
- Run daily support engineering operations: queue management, triage, SLAs and escalation paths across time zones
- Work with Engineering, Solution Architecture and Customer Success on complex enterprise escalations
- Own support tooling, workflows, runbooks and the internal knowledge base
- Turn support signals into product feedback
- Track CSAT, first response time, MTTR, escalation rate and deflection
- Hire, coach and set career paths for the support engineering team
What they ask for
- 7+ years in technical support or support engineering, with 3+ years in management
- Experience building or scaling a support engineering team at a developer-first or API-driven SaaS company
- Technical foundation: reading code, debugging API integrations, headless architectures
- Strong written and verbal communication
- Data-driven approach to team performance
- Based in North America or Europe
What they offer
- Competitive stock options program
- Comprehensive health plans and perks
- Location-based salary
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