Remote: Senior Leader, Technical Support & Services

Doppel

New York (NY)

On-site

USD 165,000 - 190,000

Full time

13 days ago

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Benefits offered by this job

Meaningful equity

Remote culture

Flexible PTO

Health benefits

Parental leave

Job summary

Doppel is seeking a hands‑on technical leader to spearhead our Technical Support & Services function, covering frontline customer support and a team of senior technical resources for escalations, integrations, reporting, and complex customer needs.

You will strengthen the path from first‑line support through advanced technical resolution, ensuring issues are investigated, routed to the right owner, and resolved with minimal unnecessary escalation to Solutions Architecture or Engineering.

Qualifications

8+ years in technical support / customer engineering / post‑sales.
3+ years managing technical customer‑facing teams.
Experience integrating frontline support with advanced escalation and technical services.
Strong troubleshooting, escalation management and root cause analysis.
Experience in enterprise SaaS, cybersecurity, cloud, data, or infrastructure products.
Proven in building support processes, SLAs, playbooks and metrics.
Ability to collaborate with Product and Engineering on escalations and product improvements.
Excellent communication with customer technical teams, security leaders and executives.

Responsibilities

Lead a blended technical support organization with frontline contractors and senior technical resources.
Own day-to-day performance of the contracted Support team, including staffing, coverage, training, quality, productivity, and adherence to service‑level standards.
Coach and develop senior technical resources responsible for advanced troubleshooting, integrations, reporting, and complex customer requests.
Define clear ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.
Evolve frontline Support from an intake‑and‑routing function into a disciplined first line of validation, investigation, and resolution that completes all documented actions before escalation.
Establish and enforce escalation‑readiness standards requiring clear evidence, investigation findings, completed actions, routing rationale, and a specific task before work is handed to next teams.
Improve routing accuracy and reduce duplicate, premature, or multi‑team escalations.
Ensure customers have a clear owner, consistent communication, and documented next steps throughout the case lifecycle.
Lead critical or technically complex customer escalations when necessary.
Lead a team of senior technical resources serving as the escalation point between Support and Solutions Architecture, Product, and Engineering.
Deliver scoped technical services for customers, including integrations, reporting, configuration support, and other complex technical projects.
Partner with CSMs on technically complex customer needs while keeping commercial account ownership with Customer Success.
Establish clear criteria for when an issue should remain with Support, move to Technical Services, or elevate to other teams.
Ensure escalations to specialist teams include reproducible evidence and a specific technical request.
Identify recurring advanced‑support work that can be documented, automated, or shifted down to frontline Support over time.
Turn recurring investigations into playbooks, diagnostics, training, automation, and self‑service.