Associate Director, Solutions Engineering

Company Overview

Not specified.

Job Summary

As an Associate Director, you will play a pivotal role in shaping and evolving the support strategy while managing a talented team of professionals. The ideal candidate will possess a strong background in technical support management, an innovative mindset, and the ability to drive improvements in customer satisfaction and team efficiency. You should have a long-term vision for scaling support capabilities, incorporating AI/ML technologies, and building a world-class support team.

Responsibilities

• Team Leadership & Development: Lead, mentor, and manage a team of 25+ support professionals, including 2 managers who report directly to you. Hire and build a high-performing team to support global customers.
• Operational Efficiency: Elevate the efficiency of the tech support team by optimizing processes, implementing best practices, and introducing innovative solutions. Ensure the team is equipped to deliver outstanding support in line with a customer-first philosophy.
• AI/ML Integration: Integrate Artificial Intelligence and Machine Learning capabilities into the support ecosystem to enhance automation, improve customer satisfaction, and drive efficiency. Stay ahead of industry trends and leverage technology to build smarter support systems.
• Customer Experience: Focus on delivering exceptional customer service by refining existing support processes, minimizing response times, and ensuring that all technical issues are resolved promptly and effectively.
• Collaboration with Product & Engineering Teams: Work closely with the Product and Engineering teams to understand product changes, new features, and the technical challenges faced by customers. Use this knowledge to proactively identify potential support issues and implement solutions.
• Global Perspective: Ensure consistent and high-quality support across a global customer base. Tailor support strategies to meet regional and customer-specific needs.

Qualifications

• Experience: 15+ years total experience with a minimum of 7+ years leading/managing technical support queues and leading managers.
• Leadership Role: Proven experience in a senior leadership role within a technical support function, ideally in a SaaS or technology company.
• Team Building: Strong expertise in building and scaling technical support teams, focusing on driving performance and efficiency.
• Strategic Vision: Demonstrated experience in envisioning and executing long-term strategies for the evolution of tech support.
• AI/ML Proficiency: Ability to incorporate AI/ML into the support ecosystem and leverage emerging technologies to enhance the customer experience.
• Problem-Solving Skills: Excellent problem-solving abilities and the capacity to navigate complex technical challenges.
• Leadership Skills: Strong leadership skills with the ability to inspire, mentor, and develop high-performing teams.
• Communication Skills: Exceptional communication and interpersonal skills, effectively collaborating across multiple teams and with senior leadership.
• Diverse Team Management: Prior experience managing large, diverse teams in a high-growth environment.
• Customer Interaction: Experience interacting directly with customers in a technical context.
• Customer Focus: An innate desire to provide amazing customer experiences with the ability to learn new technologies quickly.

Preferred Skills

• Not specified.

Experience

• 15+ years of total experience with a minimum of 7+ years in technical support management.

Environment

• Not specified.

Salary

• Not specified.

Growth Opportunities

• As part of a global, fast-growing company, you will have the opportunity to shape the future of tech support, work with cutting-edge technologies, and build a high-performing team. The company is committed to providing opportunities for professional growth, continuous learning, and career development.

Benefits

• Not specified.