Director of Technical Support Engineering (Fully Remote)

Jobgether; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Jobgether is seeking a senior leader to recruit, develop, and manage a high-performing technical support engineering team. You will establish technical standards across SQL, APIs, debugging, and cloud data systems, and stay directly involved in complex customer investigations.

You will design AI-assisted workflows for issue intake, triage, investigation, and diagnostics while ensuring privacy controls. You will monitor metrics, SLA attainment, and drive improvements with Engineering and Product

Responsibilities

• Recruit, develop, and manage a high-performing team of technical support engineers.
• Establish strong technical standards across SQL, APIs, debugging, and cloud data systems.
• Remain directly involved in complex customer investigations.
• Design and implement AI-assisted workflows for issue intake, triage, investigation, and diagnostics.
• Leverage approved knowledge bases, logs, telemetry, and authorized customer information.
• Ensure responsible AI implementation with privacy controls and escalation procedures.
• Monitor response times, resolution rates, SLA attainment, and team workload.
• Use support trends to inform product reliability and customer experience improvements.
• Drive permanent product and infrastructure improvements with Engineering and Product.

Job description

• Recruit, develop, and manage a high-performing team of technical support engineers.
• Establish strong technical standards across SQL, APIs, debugging, and cloud data systems.
• Remain directly involved in complex customer investigations.

AI-Native Support:

• Design and implement AI-assisted workflows for issue intake, triage, investigation, and diagnostics.
• Leverage approved knowledge bases, logs, telemetry, and authorized customer information.
• Ensure responsible AI implementation with privacy controls and escalation procedures.

Operational Performance:

• Monitor response times, resolution rates, SLA attainment, and team workload.
• Use support trends to inform product reliability and customer experience improvements.
• Drive permanent product and infrastructure improvements with Engineering and Product.

Jobgether

Jobgether is an AI-powered job matching platform that connects candidates with top companies. They operate with a remote-first, flexible culture, focusing on objective and fair candidate evaluation through their technology.