Director of Technical Support Engineering

Job not on LinkedIn

🔥 1 minute ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $170k - $180k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

👻 Ghost score 0%

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GrowthLoop

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51 - 200 employees

🤝 B2B

📣 Marketing

☁️ SaaS

B2B • Marketing • SaaS

GrowthLoop is a company specializing in composable Customer Data Platforms (CDPs). It empowers businesses to activate targeted marketing campaigns across various channels by leveraging AI insights and data. GrowthLoop provides tools for audience segmentation, journey orchestration, and performance measurement, enhancing marketing impact and business outcomes. Its platform is designed for marketers to work independently of technical teams, integrating with major data warehouses like Google BigQuery, Snowflake, and Amazon Redshift. GrowthLoop aims to improve efficiency and accelerate marketing execution with a user-friendly interface and comprehensive data utilization.

📋 Description

• Rebuild and lead GrowthLoop’s technical support function • Own the customer support experience from issue intake through confirmed resolution • Recruit, develop and lead technical support engineers • Build a distributed team and recommend staffing, hiring models and sustainable coverage • Build AI-assisted intake, triage, investigation and diagnostic systems • Define AI permissions, privacy controls, human approvals and escalation paths • Own intake, prioritization, investigation, escalation, resolution and customer communication • Establish L1, L2 and Engineering handoffs and define boundaries with Services and Customer Architects • Own service levels and reliable 24/7 critical incident response • Build sustainable on-call rotations and track response, resolution, SLA attainment and workload • Overhaul customer documentation and internal knowledge using GitHub-managed sources and runbooks • Turn investigations into reusable knowledge, diagnostic scripts and tools • Partner with Engineering on escalations, incident response, root-cause analysis and permanent fixes • Bring support trends into customer and product discussions • Partner on reliability, observability, diagnosability and customer self-service

🎯 Requirements

• Proven record of building or transforming technical support, hiring and coaching distributed technical support engineers, and owning customer outcomes end to end while staying active in investigations • Hands-on troubleshooting across SQL, APIs, authentication, schemas, data syncs and exports • Experience building diagnostic scripts, tools or automation that improved support • Experience designing and evaluating AI-enabled support systems, including grounded answers, permissions, failure analysis and human handoffs • Experience turning investigations into reliable, version-controlled knowledge and runbooks, with clear review and publishing ownership • Strong customer judgment under pressure; ability to prioritize using customer impact, severity and contractual commitments • Ability to communicate uncertainty honestly, set clear expectations and work across teams to resolve stalled issues • Strong judgment in capacity planning, comparable benchmarking and support economics • Effective partnership with Engineering, Product and customer-facing teams • Nice to have: experience supporting enterprise data platforms, cloud warehouses or marketing technology, including audience activation and destination integrations • Nice to have: experience scaling an India-based technical team, implementing Knowledge-Centered Service or safely expanding an internal AI assistant into customer-facing support

🏖️ Benefits

• Remote-first culture • Flexible, goal-based work style • Flexible time off • Monthly company-wide Recharge Days • Annual home office stipend • 100% company-paid medical coverage for individual employees with strong dependent contributions, including dental and vision coverage • Full employer-paid health, dental, vision, life, and disability coverage for Canadian employees • 401(k) or RRSP (Canada) program with generous company match • Quarterly Hackathons • Annual professional development stipend • Work directly with a world-class executive team • Learners’ mindset culture • Equity • Additional opportunities for variable compensation

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