# Director, Technical Support

**Company:** [ClickUp](https://hotfix.jobs/companies/clickup)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $180k – $215k/yr
**Experience:** 8+ years
**Skills:** technical support, support engineering, AI Tools, product architecture, Integrations, APIs, bug triage, Incident Response, Root Cause Analysis, kpi management, escalation workflows, on-call processes
**Posted:** 2026-07-20

> 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.

## Job Description

## 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.

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