Technical Support Director
About the Role
You will lead technical support operations for the APAC region, participate hands-on in incident management, and act as the ultimate escalation point for client issues. You will work closely with Sales, Product, R&D, Customer Success, and Services to resolve complex problems, run global support projects, track KPIs, and mentor managers and engineers.
Requirements
- Experience managing cross-functional programs in a fast-paced environment
- Ability to manage multiple projects and priorities
- Strong professional presence and ability to advise from entry-level to executives
- Strong work ethic, integrity, and organizational skills
- Technical and hands-on mindset willing to triage and troubleshoot critical issues
- Bachelor's degree, relevant college education, or equivalent experience
- 3-5+ years of management experience; senior management or director-level preferred
- 10-15 years overall experience in Support Services or Professional Services
- Experience with Fintech, SaaS, or Blockchain technologies is a plus
Responsibilities
- Participate hands-on in incident management
- Ensure operational excellence and engage with top customers
- Focus on customer satisfaction and productivity
- Train and develop TAC and TAM staff
- Expand and scale Platinum and Premium support offerings
- Collaborate with Sales and GTM teams on support strategies
- Act as regional escalation point for client support issues
- Provide leadership to managers and staff to follow processes and policies
- Collaborate with Product, R&D, Customer Success, and Services on customer needs
- Track KPIs including initial time to response, average time to resolution, backlog management, and CSAT
- Run global support projects and adopt technologies to improve support
- Work on escalated issues with Engineering and provide advanced troubleshooting
- Mentor and provide guidance on technical and non-technical issues