Director, Technical Support Escalation & Talent

RXinsider LTD.; United States; Remote; USD 135,000 - 158,000; Full time

Benefits offered by this job

Competitive compensation

Bonus program

Medical insurance

Dental insurance

Vision insurance

401K with match

HSA contributions

PTO

Education funds

Remote-first culture

Job summary

DrFirst is seeking a Director, Support Delivery, a senior technical leader embedded with the Product organization to guide escalation, triage, and the development of expert technical support specialists.

The role emphasizes diagnosing the hardest cases, transferring expertise to the team, and shaping a scalable escalation framework while partnering with Product and Engineering to drive product-informed resolutions. Remote-first environment with executive visibility.

Qualifications

• 7+ years of progressive experience in technical support with depth in complex troubleshooting and escalation in SaaS/healthcare tech.
• Demonstrated diagnostic and triage capability with a structured, hypothesis-driven approach.
• Proven track record of developing technical talent through mentorship and defined competency standards.
• Experience designing or owning escalation frameworks and partnering with Product/Engineering on feedback loops.
• Comfortable operating in a technical, hands-on capacity and willing to ramp with product onboarding before leading the team.
• Experience in an AI-enabled support environment is a plus.
• Bachelor’s degree required; advanced degree in a technical, business, or related field a plus

Responsibilities

• Escalation & Triage Leadership: own the technical triage discipline and escalation criteria.
• Build and maintain an escalation framework with clear definitions of product vs. support issues.
• Serve as senior technical decision-maker on the most complex escalations across accounts.
• Develop a bench of expert technical support specialists and mentor the team.
• Teach diagnostic and triage reasoning as a transferable skill.
• Partner with Product to feed back escalation trends into the roadmap.
• Track escalation patterns by product and customer segment to identify recurring failure points.

Job description

DrFirst is seeking a Director, Support Delivery, a senior technical leader embedded with the Product organization to guide escalation, triage, and the development of expert technical support specialists.

The role emphasizes diagnosing the hardest cases, transferring expertise to the team, and shaping a scalable escalation framework while partnering with Product and Engineering to drive product-informed resolutions. Remote-first environment with executive visibility.