Director, Technical Support

Job not on LinkedIn

🕒 5 days ago

🇺🇸 United States – Remote

💵 $180k - $215k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

ClickUp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $400M Series C - ClickUp on 2021-10

SaaS • Productivity • Enterprise

ClickUp is a cloud-based SaaS work management and productivity platform that consolidates projects, docs, chat, time tracking, automations and AI-driven "Super Agents" into a single workspace. It helps teams and enterprises streamline workflows, replace fragmented software stacks, and boost productivity with integrations, customizable agents/workflows, and enterprise-grade security and compliance.

📋 Description

• Own end-to-end strategy, execution, and outcomes for ClickUp's technical support experience. • Lead, mentor, and scale a high-performing global team of technical support managers and representatives. • Establish and drive KPIs that measure resolution quality, speed, customer satisfaction, and team health. • Set the bar for technical depth, ensuring the team can diagnose and resolve the most complex product issues with precision. • Serve as the primary bridge between Support and Product/Engineering, ensuring customer pain points translate into product improvements. • Collaborate closely with Engineering on bug triage, escalation workflows, incident response, and root cause analysis. • Represent the voice of the customer in product and engineering forums, influencing roadmap priorities with data-driven insights. • Build joint processes for feature launches, known issue management, and proactive communication to customers. • Drive a forward-looking strategy that leverages AI to scale technical support quality and efficiency without sacrificing the human touch where it matters most. • Build and iterate on AI-powered workflows for triage, diagnostics, knowledge surfacing, and resolution acceleration. • Foster an AI-native culture where the team actively experiments with and adopts AI tooling to amplify their impact. • Identify and implement process improvements that reduce time-to-resolution and increase first-contact resolution rates. • Design and optimize escalation paths, on-call processes, and incident management workflows. • Partner with Support Operations to ensure tooling, reporting, and workforce planning support the team's growth. • Champion a culture of continuous improvement, knowledge sharing, and technical excellence across the organization.

🎯 Requirements

• 8+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies. • Proven track record of building and scaling high-performing global technical support teams. • Deep experience partnering with Product and Engineering organizations to drive customer outcomes and product quality. • AI-native mindset with demonstrated success using AI tools and automation to scale operations and improve quality. • Strong technical acumen: able to engage credibly on product architecture, integrations, APIs, and complex troubleshooting. • Data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable. • Excellent communication skills with the ability to influence senior stakeholders across GTM and EPD. • Strategic thinker who can zoom out to set direction and zoom in to solve problems when needed. • Passion for building exceptional customer experiences and developing talent.

🏖️ Benefits

• Equity • 401k • Health, Dental, and Vision insurance • Spending accounts • Life & Disability • Paid parental leave • Flexible paid time off • Enhanced employee assistance program • Employee wellness stipend • Professional development stipend