Senior Director, Technical Support & Escalations

Midwest Startups; Chicago (IL); Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

401(k) plan

Paid vacation & holidays

Job summary

Carefeed is seeking an experienced leader for its customer-facing technical support team in Chicago/Cincinnati. You will shape processes, own SLAs, and collaborate with Engineering to prevent issues and improve outcomes.

The role combines hands-on technical work with leadership, including incident response, knowledge-base development, and cross-functional partnerships to deliver outstanding service to enterprise clients.

Qualifications

• 7+ years in technical support, support engineering, or customer-facing engineering at a B2B SaaS company, including 3+ years managing a team.
• Strong technical depth: read logs, reason through integration failures, write SQL, and discuss with engineers.
• Experience with support platforms (Intercom, Zendesk), issue tracker (Jira), and BI tools (Metabase).

Responsibilities

• Lead and grow the team, hire, coach, and develop client support specialists.
• Own client support workflows and SLAs, define KPIs, and manage handoffs with Implementations and Customer Success.
• Own escalations and production incident management, triage, notification, resolution, and post-incident reviews.
• Scale self-service and internal expertise by maintaining knowledge bases, runbooks, and guiding deflection strategies.

Skills

Team management

Technical depth

Customer-facing

SQL

Incident response

Tools

Intercom

Zendesk

Jira

Metabase

Pendo

Job description

Carefeed is seeking an experienced leader for its customer-facing technical support team in Chicago/Cincinnati. You will shape processes, own SLAs, and collaborate with Engineering to prevent issues and improve outcomes.

The role combines hands-on technical work with leadership, including incident response, knowledge-base development, and cross-functional partnerships to deliver outstanding service to enterprise clients.