Director of Tier 3 Support Engineering

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

📞 Support Engineer

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dental Intelligence

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2011

🏥 Healthcare

🏭 Manufacturing

🤝 B2B

💰 Private Equity Round - Dental Intelligence on 2020-01

Healthcare • Manufacturing • B2B

Dental Intelligence is a company that provides one-stop services to upgrade dental practices and clinical environments. They create stylish, functional and safe practice designs, supply dental equipment and consumables from leading manufacturers (partners named include A-dec, W&H, Acteon and Cattani), and offer sales, installation and prompt after-sales support. Their work focuses on helping dental clinics and practitioners with equipment procurement, intelligent design solutions, and practice fit-outs so clients can focus on patient care.

📋 Description

• Lead Tier 3 Support and Support Engineering teams • Provide real-time product expertise and resolve issues escalated beyond front-line support tiers • Investigate technical defects, reproduce and triage bugs, and partner with Engineering to resolve them • Lead, coach, and develop managers and specialists, including hiring, performance management, and career development • Build role expectations, skill ladders, and promotion paths from Tier 1 and Tier 2 into Tier 3 and Support Engineering • Own the escalation path from Tier 2 handoff through Tier 3 resolution and into Engineering • Partner with Tier 1 leadership to ensure escalations contain the right issues and information • Own resolution of high-stakes issues for Enterprise/DSO and at-risk accounts • Establish and manage on-call coverage for critical issues • Own the bug lifecycle from triage and reproduction through Jira handoff, follow-through, and customer communication • Partner with Engineering and Product to prioritize bugs based on customer impact • Lead support for practice management system integrations, payments, telephony, and AI voice • Lead Support's side of P0/P1 incidents, including triage, internal coordination, customer communication, and postincident review • Partner with Product and Engineering on go-live readiness • Turn escalation and bug data into prioritized insights for Product and Engineering • Partner with Learning & Development and Tier 1 leadership to push knowledge down support tiers • Use AI and automation, including Intercom Fin, to reduce escalation volume and speed diagnosis • Own and report on escalation metrics including escalation rate, time to resolution, escalation and bug aging, reopen rate, and CSAT on escalated cases • Report to the VP of Customer Support and work alongside the Director of Tier 1 Support Operations • Lead managers and specialists within an approximately 60-person international support organization

🎯 Requirements

• 7+ years in technical support, support engineering, or escalations • 3+ years in leadership • Experience managing managers • Track record of building and scaling technical support or support engineering teams, ideally in B2B SaaS • Hands-on experience owning bug triage and escalation workflows with Engineering, including Jira • Experience leading a support team through production incidents and outages • Experience working with outsourced or BPO support partners • Comfortable reading logs • Experience working with APIs and integrations • Basic SQL writing skills • Intercom experience strongly preferred • Zendesk or Salesforce Service Cloud experience is relevant • Experience applying AI tools to support workflows • Composure and sound judgment in complex, high-stakes customer situations • Clear, confident communication with customers, executives, and engineers • Data-driven approach to metrics and progress measurement • Bachelor's degree or equivalent work experience • Successful completion of a background check, which may include verification of education, employment history, and other credentials

🏖️ Benefits

• Flexible Paid Time Off • 10 company-wide paid holidays • Competitive Medical, Dental & vision offerings • Buy up plan options • HSA contributions matched by the company • Fully Paid Parental Leave • 401K Retirement savings plan with company match up to 5.5% of your earnings • Unlimited access to personal financial advisors • Learning & Development Reimbursement program • Company paid Life, Disability & AD&D • Mental Health support programs • Cellphone & Gym membership Discounts • Corporate Sundance Passes