Director of Support Engineering - Americas

📋 Description

• Lead through a Support Engineering Manager while setting the vision, operating model, and standards
• Shape scalable triage, investigation, escalation, documentation, automation, and self-service
• Align Customer Support, Product, and Engineering to turn complex issues into actionable
• Balance technical depth with people leadership to drive customer-centric decisions.

🎯 Requirements

• Technical support leadership experience: leading Support Engineering, Technical Support, Developer
• People leadership: experience building leadership layers and creating accountability without
• Technical depth: APIs, integrations, application behavior, logs, databases, architecture, debugging.
• Cross-functional expertise: define relationships between frontline, Product, and Engineering with
• Data-driven mindset: use data to improve supportability, product quality, tooling, and priorities.
• Strategic and operational judgment with ability to turn friction into actionable plans and

🎁 Benefits

• Compensation: $160,000–$190,000 base (US average) or $184,000–$218,000 (NY/SF) plus equity.
• Stock options: 10-year exercise window for equity flexibility.
• Unlimited PTO, family leave, and healthcare benefits.
• Remote position with location-adapted benefits; home office stipend and equipment provided.
• Professional development budgets and team offsites/virtual events.