Director of Global Technical Support

A company is looking for a Director of Global Technical Support to lead and modernize their support organization.

Key Responsibilities :

Evolve and grow a high-performing global support team focused on technical depth and customer empathy

Drive the transformation of support using AI, implementing tools and workflows to enhance case resolution

Define, measure, and report on key support metrics to ensure continuous improvement and operational transparency

Required Qualifications :

10+ years of experience in technical support or related roles, with 5+ years in leadership positions

Proven track record in building or transforming a modern support organization with AI integration

Strong technical foundation in application security, software development, or DevSecOps

Bachelor's degree in Computer Science, Engineering, or a related technical field; advanced degree a plus

Familiarity with support platforms and experience implementing AI or chat-based support solutions