Director, Technical Experience

Summary

Join Intradiem as the Director of Technical Experience (Support) and lead a global SaaS Support Organization, ensuring seamless and high-quality technical support across the Intradiem platform. You will craft and execute a multi-year support roadmap, drive operational excellence through KPI improvement, and lead and develop a high-performing team. This role involves managing executive escalations, championing process and tooling advancements, collaborating cross-functionally, and optimizing budgets and partnerships. You will stay abreast of industry trends and serve as a thought partner in scaling the Technical Experience team. Success in this role will be measured by customer satisfaction, operational efficiency, scalability, talent retention, and budget adherence.

Requirements

• Bachelor’s in Computer Science, Engineering, or related field (Master’s or certifications such as ITIL preferred)
• 12+ years in Technical Support / SaaS environments with 5+ years leading large, cross-functional teams
• Proven success in strategic planning, KPI-driven decision making, and process innovation
• Deep expertise with contact-center technologies (ACD, WFM, LMS) and complex third-party integrations; networking knowledge a plus
• Exceptional communication and stakeholder-management skills, able to influence at all organizational levels
• Demonstrated ability to build, coach, and scale high-performing, geographically distributed teams

Responsibilities

• Set Support Strategy and Vision: Craft and execute a multi-year roadmap that scales 24×7 global support and aligns with company objectives
• Drive Operational Excellence: Establish, track, and continuously improve KPIs for incident management, customer effort, and CSAT/NPS
• Lead and Develop Talent: Recruit, mentor, and retain top Technical Support Engineers, fostering a high-performance, growth-oriented culture
• Own Executive Escalations: Serve as the senior escalation point for critical issues, ensuring swift resolution and clear stakeholder communication
• Champion Process & Tooling: Advance ITSM practices, automation, and self-service capabilities to reduce time-to-resolution and customer effort
• Collaborate Cross-Functionally: Partner with Product, Engineering, and Customer Experience to influence the roadmap and close the feedback loop
• Manage Budgets & Partners: Optimize internal and outsourced resourcing models while meeting service-level commitments
• Stay abreast of industry trends, emerging technologies, and best practices to maintain a competitive edge in Technical Support
• Serve as a thought partner in scaling the Technical Experience team
• Conduct all business in accordance with Intradiem policies and procedures
• All other duties as assigned

Preferred Qualifications

• Master’s or certifications such as ITIL
• Networking knowledge