Director, Technical Experience

Typically requires a minimum of 12+ years of related experience, with 5+ years in a senior leadership role managing technical teams.

Proven track record in strategic leadership and execution within a technical support environment.

Deep technical acumen with substantial experience in Customer Support and Software as a Service (SaaS) environments.

Familiarity with AI-powered support tools (e.g., intelligent triaging, virtual agents, AI-assisted resolution, predictive analytics); experience leading or participating in an AI transformation initiative within a support or CX organization is a plus.

In-depth knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred.

Experience working with third-party software integrations in a contact center environment is preferred.

Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and CX goals.

Develop and execute high-level strategies to enhance support service delivery, operational efficiency, and scalability—positioning Technical Support as a competitive differentiator.

Champion innovation and adoption of best practices within technical support processes, leveraging emerging technologies and industry trends to maintain market leadership.

Lead the AI transformation of the Technical Support function—identifying and implementing AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and elevate the quality of customer interactions.

Collaborate closely with executive leadership to integrate Technical Support strategies with overall company direction and priorities.

Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics.