Director of Tier 3 and Support Engineering

Dental Intelligence Inc; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Dental Intelligence Inc. in the United States is seeking a Director of Tier 3 and Support Engineering to lead Tier 3 support and work closely with Engineering to resolve our customers' most challenging problems.

Reporting to the VP of Customer Support, you will manage managers and a roughly 60-person international team, orchestrate incident response, and translate escalations into durable product fixes. This role directly influences customer outcomes for dental practices using our SaaS analytics

Responsibilities

• Lead Tier 3 Support and Support Engineering teams to resolve customers' hardest problems.
• Oversee a ~60-person international support organization and coordinate with Engineering to deliver product fixes.
• Own escalation path from front line to Engineering and drive incident response and post-incident learning.

Job description

Director of Tier 3 and Support Engineering

About Dental Intelligence:

We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We seek an experienced Director of Tier 3 and Support Engineering who can help our organization by leading Tier 3 support and partnering with Engineering to bring solutions to our customers' hardest problems.

What You'll Do:

The Director of Tier 3 Support & Support Engineering leads the teams that solve our customers' hardest problems. You'll own two functions: Tier 3 Support, our senior specialists who provide real-time product expertise and resolve anything escalated beyond our front-line tiers, and Support Engineering, the team that investigates technical defects, reproduces and triages bugs, and partners with Engineering to get them fixed and closed out with the customer.

Reporting to the VP of Customer Support and working alongside our Director of Tier 1 Support Operations, you'll lead managers and specialists within a roughly 60-person international support organization. That organization blends in-house teams with BPO partners and serves everyone from single-location practices to large dental service organizations (DSOs). You'll own the escalation path from the front line to Engineering, lead Support's response to critical incidents, and turn what we learn from escalations into product fixes and fewer tickets.

You won't be