Director of Technical Support Engineering

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director of Technical Support Engineering based in Canada . As Director of Technical Support Engineering, you will lead the transformation and development of a global technical support organization for an innovative, AI-driven enterprise technology platform. You will own the entire customer support experience, ensuring technical issues are investigated, resolved, and continuously transformed into opportunities for improvement. Combining hands-on technical expertise with strategic leadership, you will build and develop high-performing distributed engineering teams while introducing AI-powered support systems and intelligent automation. You will establish scalable processes, strengthen collaboration with Product and Engineering, and drive measurable improvements in customer satisfaction, operational efficiency, and service reliability. This is an exciting opportunity to shape a modern, AI-native support function in a remote-first, fast-growing technology environment. Accountabilities: - Build and lead the Technical Support Engineering function: Recruit, develop, and manage a high-performing team of technical support engineers, establishing strong technical standards across SQL, APIs, debugging, and cloud data systems while remaining directly involved in complex customer investigations. - Develop a distributed support organization: Expand and manage geographically distributed teams, initially focusing on India, and establish sustainable staffing models, coverage strategies, and resource allocation based on workload, industry benchmarks, and operational economics.

- Build an AI-native support organization: Design and implement AI-assisted workflows for issue intake, triage, investigation, and diagnostics, leveraging approved knowledge bases, logs, telemetry, and authorized customer information to improve resolution speed and consistency. - Ensure responsible AI implementation: Evaluate AI-powered support solutions against real customer cases, establish privacy controls, permissions, human approval processes, and escalation procedures, and progressively expand automation based on measurable improvements in quality and productivity. - Own the end-to-end customer support experience: Oversee the entire support lifecycle, from initial intake and prioritization through technical investigation, escalation, resolution, and customer communication, ensuring clear ownership and seamless handoffs between support levels and other teams. - Manage service levels and incident response: Establish and maintain service standards, including reliable 24/7 critical incident coverage, structured escalation paths, sustainable on-call rotations, backup coverage, and effective recovery practices following overnight incidents. - Strengthen knowledge management and automation: Modernize customer documentation, internal knowledge bases, and technical runbooks, managing version-controlled resources through GitHub and establishing clear review, validation, and publishing standards. - Improve technical diagnostics and self-service: Turn recurring investigations into reusable documentation, diagnostic scripts, and automated tools that improve visibility into customer workloads, integrations, and infrastructure while reducing repetitive support requests. - Partner with Product and Engineering: Establish shared escalation processes, improve incident ownership, support root cause analysis, and drive permanent product and infrastructure improvements while minimizing unnecessary engineering interruptions. - Drive operational performance: Monitor response times, resolution rates, SLA attainment, customer outcomes, and team workload, using support trends and operational insights to inform product reliability, observability, and customer experience improvements.