Director of Technical Escalations & Support Excellence

DrFirst; United States; A distancia; USD 135.000 - 158.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

Competitive base salary

Company performance-based bonus

401K with company match

HSA contributions

Short & long-term disability, AD&D, &

Paid time off 18 days + holidays

Education funds up to $1500 annually

Voluntary benefits (FSA, etc)

Descripción de la vacante

DrFirst is seeking a Director of Support Delivery to lead escalation and triage excellence, and to grow the next generation of expert technical support specialists. You will bridge support and engineering, driving complex resolutions and teaching diagnostic thinking to the team.

As a diagnostician and mentor, you will influence product priorities by surfacing escalation trends, and you will work closely with the Product organization to evolve the support capability far beyond day-to-day

Formación

• 7+ years of progressive experience in technical support, with depth in complex troubleshooting and escalation handling in SaaS/healthcare tech.
• Demonstrated diagnostic and triage capability using hypothesis-driven approaches.
• Proven track record of developing technical talent and raising team capability.
• Experience designing or owning escalation frameworks, not just managing them.
• Experience partnering with Product/Engineering on escalation feedback loops and product-informed resolution.
• Comfort operating in a hands-on capacity and onboarding ramp before leading the team.
• Experience in an AI-enabled support environment a plus.
• Bachelor’s degree required; advanced degree preferred.

Responsabilidades

• Own the technical triage and escalation discipline for the support organization.
• Build and maintain escalation framework with criteria, standards, and ownership definitions.
• Serve as the senior technical decision-maker on the most complex escalations.
• Ensure escalation decisions are made at the right level and reach senior technical intervention when needed.
• Develop a bench of expert technical support specialists and mentor them.
• Teach diagnostic and triage reasoning as a transferable skill.
• Lead and raise the technical competency standard across the specialist ladder.
• Embed within Product as the primary technical interface between support and engineering.
• Track escalation patterns and advocate for product-level resolutions.

Conocimientos

Diagnostic and triage capability

Mentoring technical talent

Escalation handling

Product-Engineering liaison

Educación

Bachelor’s degree

Advanced degree preferred

Descripción del empleo

DrFirst is seeking a Director of Support Delivery to lead escalation and triage excellence, and to grow the next generation of expert technical support specialists. You will bridge support and engineering, driving complex resolutions and teaching diagnostic thinking to the team.

As a diagnostician and mentor, you will influence product priorities by surfacing escalation trends, and you will work closely with the Product organization to evolve the support capability far beyond day-to-day