Director of Support

Summary

Join Tecton's growing team as the Director of Support, reporting directly to the VP of Engineering. Lead and scale the Support Engineering team to ensure customer success. You will manage a distributed team, innovate support processes, and elevate Tecton's technical support to a new level. This critical role involves establishing clear processes between Support and other functions, developing a premium support offering, and scaling the support model with robust reporting. Foster a positive team culture and build with modern support software and AI tooling. The position offers a competitive salary and comprehensive benefits.

Requirements

• >7 years experience in technical support or technical services for a technical enterprise product
• >4 years experience managing, hiring, and training Technical Support teams
• Extremely strong communication and experience managing executive-level relationships and escalations
• Experience with Python, SQL, and modern data products to build and test data-intensive applications
• Expertise in scaling support across time zones with process development, escalation policies, ticketing systems, and more
• Hands-on experience with at least one cloud platform (AWS or Google Cloud) and one modern big data product such as Databricks, Snowflake, and BigQuery

Responsibilities

• Lead the Support team to consistently achieve high CSAT scores by resolving customer issues effectively and efficiently
• Establish clear processes and interfaces between Support and other functions (Engineering, Product, Solutions Architecture, and Professional Services) to streamline issue resolution and collaboration
• Develop a high-performing, distributed support engineering team capable of handling sophisticated customer needs independently and continuously reducing escalations to other teams
• Design and execute a premium support offering tailored to the needs of larger, more demanding customers, enhancing their experience and retention
• Scale and operationalize Tecton’s Support model with robust reporting and metrics to support new and existing customer growth while reducing resolution times
• Foster a healthy team culture with clear career development paths to attract, retain, and grow top talent
• Build and innovate with modern Support software and AI tooling

Benefits

• Medical
• Dental
• Vision
• Life
• 401(K)
• Flexible paid time off
• 10 paid holidays each calendar year
• Sick time
• Leave of absence as per the FMLA and other relevant leave laws
• Competitive equity