Remote Director of AI-Driven Technical Support

GrowthLoop; United States; Remote; USD 170,000 - 180,000; Full time

Benefits offered by this job

Remote-first culture

Annual home office stipend

Company-paid health coverage

Recharge Days

401(k)/RRSP match

Job summary

GrowthLoop is seeking a Director of Technical Support Engineering to lead and scale the technical support function across North America. This role is remote and hands-on, reporting to the VP of the Customer Solutions Group, and requires building AI-native systems, managing a distributed team, and owning customer outcomes end to end.

You will recruit and coach engineers, design scalable processes, and partner with Product and Engineering to deliver reliable, high-quality support experiences.

Qualifications

• Experience building or transforming technical support teams and owning customer outcomes end to end.
• Hands-on troubleshooting across SQL, APIs, authentication, schemas, data syncs and exports.
• Experience designing AI-enabled support systems with risk controls.
• Experience turning investigations into reliable runbooks and knowledge.
• Strong customer judgment, capacity planning and cross-team collaboration.

Responsibilities

• Recruit, develop and lead technical support engineers who can investigate and solve problems independently. Set a high bar for SQL, APIs, debugging and cloud data systems. Stay hands-on in complex cases.
• Build a distributed team, with initial expansion focused on India. Use workload, comparable industry benchmarks and unit economics to recommend staffing, hiring models and sustainable coverage while retaining ownership of quality and customer outcomes.
• Build AI-assisted intake, triage, investigation and diagnostics connected to approved knowledge, logs, telemetry and authorized customer context. Enable AI agents to manage workflows, maintain knowledge and propose improvements, working toward safe, self-healing support systems.
• Evaluate against real support cases before deployment. Define permissions, privacy controls, human approval for system changes and clear escalation to human incident response. Expand automation when it improves verified resolution, quality and productivity.
• Own intake, prioritization, technical investigation, escalation, resolution and customer communication. Establish clear L1, L2 and Engineering handoffs, and define boundaries with Services, and Customer Architects for implementation and advisory requests.

Skills

SQL

APIs

Debugging

Cloud data

Automation tooling

Team leadership

Hiring

Tools

GitHub

Runbooks

Job description

GrowthLoop is seeking a Director of Technical Support Engineering to lead and scale the technical support function across North America. This role is remote and hands-on, reporting to the VP of the Customer Solutions Group, and requires building AI-native systems, managing a distributed team, and owning customer outcomes end to end.

You will recruit and coach engineers, design scalable processes, and partner with Product and Engineering to deliver reliable, high-quality support experiences.