Director, Technical Support Engineering

Ladders; United States; Remote; USD 192,000 - 253,000; Full time

Benefits offered by this job

Medical insurance

Life insurance

Disability coverage

401(k) with company match

Employee Stock Purchase Plan

Paid time off

Flexible spending accounts

Profit-sharing bonuses

Job summary

Ladders is seeking a Director of Technical Support Engineering to lead a global organization ensuring product success across a broad portfolio. Remote in the US, you will create escalation pathways, partner with engineering and operations, and drive faster resolution of complex issues.

You will own training programs, define KPIs, and develop global strategies to reduce downtime and improve deployment readiness across all product lines.

Qualifications

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Physics, Semiconductor Engineering, or a related field; Master's preferred
• 12+ years in leadership roles, or 10 years with a Master's, or 8 years with a PhD
• Experience in technical engineering, customer support, or semiconductor equipment
• Proven leadership in managing global technical teams in customer-facing environments
• Strong understanding of semiconductor manufacturing and product lifecycle

Responsibilities

• Lead the global Technical Support Engineering organization for all product lines
• Establish a structured multi-level technical escalation process
• Serve as the executive owner for complex customer escalations and product performance issues
• Drive rapid root-cause analysis to minimize customer downtime
• Develop global support strategies for successful product deployment
• Own global technical training strategy and certification programs
• Define and measure technical support KPIs to drive continuous improvement

Skills

Leadership experience

Global team management

Strategic thinking

Communication

Education

Bachelor's degree in Electrical/Mechanical Engineering, Physics, or Semiconductor Engineering

Master's degree preferred

Job description

For our client, we are seeking a Director, Technical Support Engineering to join the team of a leader in the Manufacturing & Automotive space. This leader will oversee a global technical support organization that helps ensure product success across a broad portfolio of solutions. The role will focus on building scalable escalation pathways, improving customer outcomes, and driving faster resolution of complex technical issues. You will partner closely with engineering, customer-facing teams, and operations to strengthen deployment readiness, reduce downtime, and elevate the overall support experience.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $192,400 – $252,525 annually

Responsibilities

• Lead the global Technical Support Engineering organization for all product lines
• Establish a structured multi-level technical escalation process
• Serve as the executive owner for complex customer escalations and product performance issues
• Drive rapid root-cause analysis to minimize customer downtime
• Develop global support strategies for successful product deployment
• Own global technical training strategy and certification programs
• Define and measure technical support KPIs to drive continuous improvement

Qualifications

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Physics, Semiconductor Engineering, or a related field; Master's preferred
• 12+ years in leadership roles, or 10 years with a Master's, or 8 years with a PhD
• Experience in technical engineering, customer support, or semiconductor equipment
• Proven leadership in managing global technical teams in customer-facing environments
• Strong understanding of semiconductor manufacturing and product lifecycle

Benefits

• Comprehensive medical, dental, and vision insurance
• Life insurance and disability coverage
• 401(k) plan with company match
• Employee stock purchase plan (ESPP)
• Paid time off and flexible spending accounts
• Quarterly profit-sharing bonuses

Our client is an equal opportunity employer.