Director, Technical Experience (Support)

Overview:

The Director of Technical Experience (Support) is a strategic and operational leader responsible for ensuring our customers receive seamless, efficient, and high-quality Technical Experience across the Intradiem platform. Blending incident-management expertise, strategic vision, cross-functional collaboration, and a people-first mindset, this leader guides a global SaaS Support Organization that resolves complex issues and drives continuous improvement. They play a key role in establishing and communicating a clear vision for Technical Support excellence, aligning team efforts to broader business objectives and elevating customer satisfaction; grounded in Intradiem’s Servant’s Heart, Craftsman’s Attitude, and Revolutionary Spirit.

Your Role:

As the Director of Technical Experience (Support), you will:

• Set Support Strategy and Vision: Craft and execute a multi-year roadmap that scales 24×7 global support and aligns with company objectives.
• Drive Operational Excellence: Establish, track, and continuously improve KPIs for incident management, customer effort, and CSAT/NPS.
• Lead and Develop Talent: Recruit, mentor, and retain top Technical Support Engineers, fostering a high-performance, growth-oriented culture.
• Own Executive Escalations: Serve as the senior escalation point for critical issues, ensuring swift resolution and clear stakeholder communication.
• Champion Process & Tooling: Advance ITSM practices, automation, and self-service capabilities to reduce time-to-resolution and customer effort.
• Collaborate Cross-Functionally: Partner with Product, Engineering, and Customer Experience to influence the roadmap and close the feedback loop.
• Manage Budgets & Partners: Optimize internal and outsourced resourcing models while meeting service-level commitments.
• Stay abreast of industry trends, emerging technologies, and best practices to maintain a competitive edge in Technical Support.
• Serve as a thought partner in scaling the Technical Experience team.
• Conduct all business in accordance with Intradiem policies and procedures.
• All other duties as assigned.

Your Background:

• Bachelor’s in Computer Science, Engineering, or related field (Master’s or certifications such as ITIL preferred).
• 12+ years in Technical Support / SaaS environments with 5+ years leading large, cross-functional teams.
• Proven success in strategic planning, KPI-driven decision making, and process innovation.
• Deep expertise with contact-center technologies (ACD, WFM, LMS) and complex third-party integrations; networking knowledge a plus.
• Exceptional communication and stakeholder-management skills, able to influence at all organizational levels.
• Demonstrated ability to build, coach, and scale high-performing, geographically distributed teams.

Success Metrics:

• Customer Effort & Satisfaction: Improve CSAT/NPS by driving incident-resolution speed and quality while reducing customer effort.
• Operational Efficiency: Reduce Average Case Resolution Time (ACRT) and increase first-contact resolution through process and tooling enhancements.
• Scalability: Meet growing case volumes without proportional headcount increases by leveraging automation, self-service, and optimized staffing models.
• Talent Retention: Increase eNPS scores within the Technical Support organization.
• Budget Adherence: Deliver support services within allocated budget while maintaining agreed service levels.

Work Authorization and Equal Employment Opportunity  

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. Visa sponsorship is available for this position. 

Intradiem is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.