Global Director of Technical Support (Hybrid)

Ordway Labs, Inc.; Washington (District of Columbia); Hybrid; USD 140,000 - 210,000; Full time

Job summary

Ordway Labs, Inc. is hiring a Director of Technical Support to lead a global team of Technical Support Engineers. You will own incident management, escalation, and process improvements across multi-time-zone support environments.

You will partner with Product, Engineering, and Customer Success to ensure customer satisfaction, oversee SLA adherence, and drive scalable support operations in a fast-growing SaaS/fintech setting.

Qualifications

• 5+ years in technical support, with 2+ years in a managerial or team lead role.
• Experience in a high-growth B2B SaaS company, fintech or billing/revenue domains preferred.
• Strong technical background in web platforms, APIs, and data integration (REST, JSON, SQL).
• Hands-on experience with support tools like Jira, Zendesk, Salesforce or similar CRM systems.

Responsibilities

• Lead and manage a global team of Technical Support Engineers across multiple time zones.
• Own operations including ticket management, escalations, root cause analysis, and knowledge base documentation.
• Collaborate with Product and Engineering to resolve complex issues and communicate product improvements.
• Define and track KPIs such as ticket resolution time, CSAT, and first response time.
• Develop and implement support strategies, SLAs, and processes to improve efficiency.
• Create and maintain technical documentation and self-service resources for higher self-resolution.
• Serve as escalation point for critical issues and manage high-severity incidents.
• Hire, mentor, and coach team members and foster a culture of excellence.

Skills

Technical Support

Leadership

SaaS experience

APIs & Data

JiraZendeskSalesforce

Education

Bachelor’s degree in CS/Engineering

Tools

Jira

Zendesk

Salesforce

Job description

Ordway Labs, Inc. is hiring a Director of Technical Support to lead a global team of Technical Support Engineers. You will own incident management, escalation, and process improvements across multi-time-zone support environments.

You will partner with Product, Engineering, and Customer Success to ensure customer satisfaction, oversee SLA adherence, and drive scalable support operations in a fast-growing SaaS/fintech setting.