Director - Technical Support - Jobgether

Key Responsibilities

Build and grow a regional technical support team, hiring, coaching, and retaining top talent.

Design and implement scalable support processes, leveraging ITIL frameworks and ServiceNow for incident, problem, and change management.

Drive continuous improvement initiatives to enhance service quality, reduce MTTR, and increase customer satisfaction scores.

Collaborate with product, engineering, and customer success teams to resolve complex, mission‑critical issues and provide proactive support.

Develop and maintain key performance metrics, dashboards, and reporting to inform executive leadership.

Requirements

10+ years of experience in technical support or customer success, with 5+ years in a leadership role.

Deep knowledge of ITIL, incident and problem management, and ServiceNow or similar platforms.

Strong background in cloud technologies (AWS, Azure) and enterprise application support.

Excellent communication, stakeholder management, and cross‑functional collaboration skills.

Proven track record of building high‑performing teams and driving process improvements in a global environment.

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