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ClickUpClickUpUnited States

Director, Technical Support

Lead and scale ClickUp's global technical support function with ownership of strategy, team performance, AI-powered operations, and cross-functional partnerships with Product and Engineering to deliver exceptional customer outcomes.

180k – 215k/yr
Remote8+ YOESupport Engineering

About the role

Key Responsibilities

  • Own end-to-end strategy, execution, and outcomes for technical support experience.
  • Lead, mentor, and scale a high-performing global team of technical support managers and representatives.
  • Establish and drive KPIs measuring resolution quality, speed, customer satisfaction, and team health.
  • Set the bar for technical depth in diagnosing and resolving complex product issues.
  • Serve as the primary bridge between Support, Product, and Engineering; translate customer pain points into product improvements.
  • Collaborate on bug triage, escalation workflows, incident response, and root cause analysis.
  • Represent the voice of the customer in product and engineering forums with data-driven insights.
  • Build joint processes for feature launches, known issue management, and proactive customer communication.
  • Drive AI-powered strategy to scale support quality and efficiency.
  • Build and iterate on AI workflows for triage, diagnostics, knowledge surfacing, and resolution acceleration.
  • Foster an AI-native culture with experimentation and adoption of AI tooling.
  • Identify process improvements to reduce time-to-resolution and increase first-contact resolution rates.
  • Design and optimize escalation paths, on-call processes, and incident management workflows.
  • Partner with Support Operations on tooling, reporting, and workforce planning.
  • Champion continuous improvement, knowledge sharing, and technical excellence.

Qualifications

  • 8+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies.
  • Proven track record building and scaling high-performing global technical support teams.
  • Deep experience partnering with Product and Engineering to drive customer outcomes and product quality.
  • AI-native mindset with success using AI tools and automation to scale operations.
  • Strong technical acumen in product architecture, integrations, APIs, and complex troubleshooting.
  • Data-driven leader using metrics to inform strategy and hold teams accountable.
  • Excellent communication and influence skills with senior stakeholders.
  • Strategic thinker who can set direction and solve hands-on problems.
  • Passion for exceptional customer experiences and talent development.

Skills

technical supportsupport engineeringAI Toolsproduct architectureIntegrationsAPIsbug triageIncident ResponseRoot Cause Analysiskpi managementescalation workflowson-call processes

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