About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Tier 3 and Support Engineering based in the United States.
This is a strategic leadership opportunity for an experienced technical support professional to shape customer experience and drive technical excellence within a growing B2B SaaS organization.
Responsibilities
- Lead, coach, and develop managers and specialists across Tier 3 Support and Support Engineering, overseeing recruitment, performance management, career progression, and team effectiveness.
- Establish clear role expectations, technical skill frameworks, and advancement pathways for employees progressing from Tier 1 and Tier 2 into specialized support roles.
- Own the end-to-end escalation process, from Tier 2 handoffs through complex issue resolution and Engineering collaboration.
- Establish clear escalation criteria, service-level agreements (SLAs), accountability standards, and workflows.
- Oversee high-priority technical cases involving enterprise customers, dental service organizations (DSOs), and at-risk accounts.
- Manage the support-side bug lifecycle, including investigation, reproduction, triage, severity assessment, documentation, Jira handoffs, Engineering follow-up, and communication with affected customers.
- Lead support for complex product areas, including practice management system integrations, payment solutions, telephony, and AI-powered voice technologies.
- Lead Support's response to critical P0/P1 production incidents, coordinating triage, internal communications, customer updates, and post-incident reviews.
- Translate escalation trends, bug reports, and customer feedback into actionable recommendations for Product, Engineering, and other stakeholders.
- Identify and implement opportunities to use AI-powered tools and automation, including Intercom Fin.
- Define, monitor, and report on key support metrics, including escalation rates, time to resolution, escalation and bug aging, reopen rates, and customer satisfaction (CSAT).
- Work closely with customer support leadership, Engineering, Product, and outsourced BPO partners.
Requirements
- At least seven years of experience in technical support, support engineering, or escalation management, including at least three years in leadership roles and demonstrated experience managing managers.
- Proven success building, developing, and scaling technical support or support engineering teams, ideally within a B2B SaaS environment.
- Experience managing international teams and collaborating with outsourced or BPO support partners is highly desirable.
- Hands-on experience managing complex support escalations and bug triage workflows in partnership with Engineering.
- Demonstrated experience leading support teams through production incidents, service outages, and other high-impact technical situations.
- Ability to investigate technical issues by reviewing logs, working with APIs and integrations, and writing basic SQL queries.
- Familiarity with technical troubleshooting and software defect analysis.