Director, Tier 3 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

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