Director, Technical Support

Job Description

The Director of Technical Support will oversee the operational success of ICyte's SaaS platform by leading teams responsible for IntegriChain's Contracts & Pricing systems. This role will serve as the bridge between Product, Engineering, and Customer Success, ensuring customers receive seamless delivery, adoption, and value from ICyte's solutions. The ideal candidate is a strategic operator with strong technical aptitude, proven experience scaling SaaS operations, and a passion for customer success.

Responsibilities

• Team & Support Management : Lead and manage the full Technical Support team, including workload assignment via the team's ticketing system; act as an escalation point for complex and unresolved application issues; provide training and mentorship to Tier 1 and Tier 2 support team members and serve as backup as needed; ensure timely and effective resolution of customer inquiries within defined SLAs; collaborate cross-functionally with Support Engineers, Product, and Engineering to resolve escalated tickets; maintain documentation of resolutions, internal procedures, and contribute to the Support Knowledge Base; identify and implement process improvements across support workflows.
• Product Ownership & Execution : Maintain expert knowledge of IntegriChain's core Contracts & Pricing systems; manage a team of technical analysts accountable for product module roadmaps and sprint deliverables; own advanced modeling and pricing estimation for new customers; drive execution of cross-functional Release Readiness activities across Sales, Marketing, Implementation, and Customer Engagement teams; ensure successful on-time, on-budget, on-scope product delivery in coordination with on-shore and off-shore Agile development teams.
• Product Strategy & Roadmap Development : Translate market problems and customer pain points into well-defined and prioritized product enhancements, modules, and epics; proactively engage with customers and prospects to identify gaps and inform roadmap planning; lead stakeholder interviews, product councils, advisory boards, and surveys to validate market needs; contribute to the product portfolio roadmap and IntegriChain Marketing Ecosystem, ensuring alignment with forecast, support strategy, and resourcing plans.
• Internal & External Communication : Communicate product roadmap, prioritization, and operational readiness plans to internal and external stakeholders; establish and report on key performance indicators (KPIs) for product releases; work across business and technical teams to drive understanding of system issues, product enhancements, and go-to-market readiness.
• Key Responsibilities : Lead by example in troubleshooting high-priority, complex technical issues; hands-on incident management from start to finish; oversee critical incidents and contribute to root cause analysis to minimize downtime; design and implement automation tools to improve support workflows; optimize technical support tools (Jira Service Desk, Zendesk, PagerDuty, monitoring systems); monitor system health and establish proactive alerting; collaborate with Product & Engineering and Business teams; develop a hands-on, technically rich support knowledge base; participate in code reviews and bug fixes; manage escalation and triage processes; produce technical incident reports and performance analytics; advocate for customers and ensure security and compliance practices (SOC 2, GDPR, HIPAA).

Qualifications

Preferred Skills

Additional Information

What does IntegriChain have to offer?

IntegriChain is an equal opportunity employer; committed to inclusion and a discrimination-free environment. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, disability, gender identity, sexual orientation, veteran or military status.

Our policy on visa sponsorship for US based positions : Applicants for employment in the US must have valid work authorization that does not require sponsorship of a visa for employment by IntegriChain.

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