Director of Technical Success
Leads and scales a Technical Success function, managing a technical support team and connecting customers with Engineering and Product. The role requires 8+ years in customer-facing technical functions, 4+ years leading technical teams, and experience with SaaS escalations, SLAs, and incident processes.
About the job
Responsibilities
- Lead, coach, and develop the AI Technical Support team, establishing expectations, goals, and performance standards.
- Hire and scale the team while developing technical expertise through coaching, training, documentation, and hands-on problem solving.
- Maintain strong partnerships between Technical Success, Customer Success, Engineering, and Product.
- Serve as the primary bridge between customers and Engineering for complex technical issues.
- Partner with Engineering to triage, investigate, prioritize, and resolve customer-impacting issues.
- Establish escalation standards, SLAs, ticket routing, incident-management processes, and communication loops.
- Translate customer business context, impact, urgency, and desired outcomes into actionable technical issues.
- Communicate technical complexity clearly to customers and internal teams throughout escalations.
- Identify recurring issue patterns and drive root-cause resolution with Engineering and Product.
- Define and execute the Technical Success strategy, priorities, and operating model.
- Develop metrics for response times, resolution times, quality, customer impact, escalations, and team performance.
- Build troubleshooting guides, playbooks, documentation, and internal resources.
- Identify opportunities to automate, simplify, or eliminate repetitive technical work.
- Turn customer issues and technical learnings into improvements across Product, Engineering, and Customer Success.
Requirements
- 8–12+ years of experience in technical support, technical account management, solutions engineering, implementation, customer success, or a similar customer-facing technical role.
- 4+ years leading and developing technical teams, including building or materially redesigning a support or Technical Success operating model.
- Experience supporting a mission-critical, integration-heavy SaaS product requiring coordination across Support, Engineering, and Product.
- Experience establishing escalation frameworks, SLAs, ticket routing, quality programs, incident processes, and Engineering/Product feedback loops.
- Experience partnering with Engineering or Product to investigate and resolve customer-impacting issues.
- Strong ability to translate between technical and non-technical audiences.
- Excellent judgment and ownership when handling ambiguous, high-impact, or time-sensitive problems.
- Track record of building or improving processes, systems, and teams in a fast-moving environment.
- Customer-first mindset with the ability to balance speed, quality, and technical rigor.
- Ability to operate strategically while contributing hands-on to difficult escalations.
Nice to Have
- Experience leading Technical Success, Technical Support, Support Engineering, Technical Account Management, or a similar function in a startup.
- Experience with AI, conversational AI, voice, communications, or workflow automation products.
- Experience supporting integrations with ServiceTitan, CRMs, ticketing systems, or other business-critical software.
- Experience supporting mid-market or enterprise customers.
- Experience in a high-growth startup environment.
- Experience influencing Product and Engineering roadmaps through customer feedback and technical insights.
Skills
SaaS, Technical Support, Technical Account Management, Solutions Engineering, Customer Success, Slas, Incident Management, Ticket Routing, Escalation Management, Servicetitan, CRM, Workflow Automation, AI, Voice Communications, Process Design
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