Head of Technical Support and Services – Escalations & Scale

Doppel; Covina (CA); On-site; USD 165,000 - 190,000; Full time

Benefits offered by this job

Meaningful equity

Remote-first culture

Flexible PTO

Health benefits

Job summary

Doppel in the United States is seeking a hands-on technical leader to head Doppel’s Technical Support & Services function, spanning frontline Customer Support and a team of senior technical resources responsible for advanced escalations, integrations, reporting, and complex customer needs.

You will run day-to-day support operations, mentor senior engineers, and drive scalable processes, documentation, automation, and self-service while ensuring clear ownership and strong stakeholder

Qualifications

• 8+ years in technical support / customer engineering / solutions / post-sales.
• 3+ years managing technical customer-facing teams.
• Proven track record of managing technical organizations that integrate frontline support with advanced escalation and technical services.

Responsibilities

• Lead blended technical support organization combining frontline contractors and senior technical-services resources.
• Own day-to-day performance, staffing, training, quality, and adherence to SLAs.
• Coach and develop senior technical resources for advanced troubleshooting, integrations, reporting, and complex requests.
• Define ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.

Skills

Technical leadership

Escalation management

Root cause analysis

Enterprise SaaS experience

Executive communication

Tools

Zendesk

Jira

Pylon

Linear

Job description

Doppel in the United States is seeking a hands-on technical leader to head Doppel’s Technical Support & Services function, spanning frontline Customer Support and a team of senior technical resources responsible for advanced escalations, integrations, reporting, and complex customer needs.

You will run day-to-day support operations, mentor senior engineers, and drive scalable processes, documentation, automation, and self-service while ensuring clear ownership and strong stakeholder