Director of Technical Support

Position Summary:

We are seeking an experienced and visionary Director of Technical Support to lead our world-class technical support organization and help us build for the future. In this role, you will define and execute the strategic direction for customer support, build and mentor a high performing team, drive innovation and operational efficiency, and act as a key advocate within the company to ensure our customers receive exceptional service every time. 

Key Responsibilities:

Leadership and Strategy

• Develop and implement a technical support strategy aligned with the company’s goals and customer success vision.

• Build, mentor, and inspire a high-performing team of support engineers and managers (L1-L3), including a small custom development team.

• Establish and manage scalable processes to support growth across multiple time zones and regions.

• Define key performance indicators (KPIs) to measure the success and quality of the support organization.

Customer Advocacy

• Act as the voice of the customer, partnering with product, engineering, and sales teams to address customer needs and feedback.

• Build strong relationships with customers, especially enterprise clients, to ensure their success with Jellyfish products.

• Drive customer satisfaction, retention, and loyalty through exceptional support experiences.

Operational Excellence

• Oversee the day-to-day operations of the technical support team, ensuring timely resolution of customer issues.

• Continuously refine and optimize workflows, ticket management (Zendesk), and escalation processes.

• Implement advanced tools, technologies, and methodologies to improve operational efficiency and response times.

• Collaborate with cross-functional teams to streamline the handoff process between technical support and other departments.

Technical Expertise and Enablement

• Ensure the support team is equipped with in-depth knowledge of Jellyfish’s platform and related technologies.

• Develop and deliver training programs to foster technical growth and knowledge sharing within the team.

• Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edge.

Qualifications:

Experience

• 7+ years of leadership experience in technical support, customer success, or a related field, with 3+ years in a global senior leadership role (leading other leaders).

• Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company.  Experience with integrating with customer-managed products is a plus.

• Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.).

• Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus.

Skills

• Exceptional leadership, communication, and organizational skills.

• Strong problem-solving and decision-making abilities with a customer-first mindset.

• Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira).

• Ability to work effectively in a fast-paced, high-growth environment.
  
  Education

  • Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).