Senior Director, Global Technical Support Engineering

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Written by AI from the job title and company, not by Skedulo, so some details may not match this job. The employer's own page has the real description.

As the Senior Director of Global Technical Support Engineering at Skedulo, you will be responsible for leading a high-performing technical support team to deliver exceptional service and support to our clients worldwide. This role involves developing and implementing support strategies, overseeing escalated technical issues, and collaborating closely with product and engineering teams to ensure client satisfaction. Your leadership will play a pivotal role in driving the effectiveness, efficiency, and overall success of the technical support organization.

Job Responsibilities

• Develop and execute strategies for global technical support operations to enhance customer satisfaction.
• Lead and mentor a diverse team of technical support engineers, fostering a culture of excellence and continuous improvement.
• Monitor performance metrics and implement improvements to optimize support processes.
• Act as a key escalation point for complex technical issues, providing expert guidance and resolution.
• Collaborate with product and engineering teams to develop training programs and resources for support staff.
• Establish and maintain effective communication channels with customers and internal stakeholders.
• Analyze support trends and customer feedback to inform product development and service initiatives.
• Manage the technical support budget and resources effectively, ensuring alignment with organizational goals.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field; Master’s degree preferred.
• 10+ years of experience in technical support or engineering, with at least 5 years in a leadership role.
• Strong technical background with a solid understanding of software development and troubleshooting.
• Exceptional problem-solving skills and the ability to escalate issues and drive resolutions.
• Excellent communication and interpersonal skills, capable of building relationships with clients and team members.
• Proven track record of managing and optimizing technical support operations.
• Experience with CRM and support ticketing systems, along with an understanding of ASCI methodologies.

Technologies & Tools

The Senior Director, Global Technical Support Engineering will utilize various technologies and tools to ensure effective support operations, including CRM software such as Salesforce, support ticketing systems like Zendesk, communication platforms like Slack, and performance monitoring tools. Familiarity with cloud-based technologies and software development practices is essential, as well as utilizing data analytics tools to assess support metrics.

Ideal Candidates

Ideal candidates for this position will possess strong leadership qualities, including the ability to inspire and motivate a team towards achieving common goals. They should be adaptable to changing environments and possess a customer-first mindset, with a passion for problem-solving and innovation. A successful candidate will demonstrate exceptional communication skills and the ability to work collaboratively across departments, ensuring seamless service and support to clients. Moreover, strong analytical skills to identify trends and areas for improvement in support operations are vital, as well as the ability to think strategically and execute with precision.