# Director of Technical Success

**Company:** [Broccoli AI](https://hotfix.jobs/companies/broccoli-ai)
**Location:** Lehi, UT
**Role:** Support Engineering
**Experience:** 8+ years
**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
**Posted:** 2026-09-08

> 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.

## Job Description

## 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.

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