Director of Technical Support Engineering
GrowthLoop · Remote, North America
About this role
**Director of Technical Support Engineering** *Customer Solutions Group | North America* Come help us reimagine GrowthLoop’s technical support function from the ground up. You’ll own the customer support experience end to end—from the moment an issue comes in to the moment the customer confirms it’s fixed. You’ll build and coach a strong team of technical support engineers, and you’ll design AI-native systems that get smarter the more they’re used. You’ll report directly to the VP of the Customer Solutions Group and lead the Technical Support function within CSG, working closely with Product and Engineering. This is a hands-on leadership role: you’ll set the direction and dig into the hardest issues yourself, build tooling, and coach your team through the work. --- ## What You Will Do ### Build and Lead Technical Support Engineering - 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 (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 an AI Native Support Organization - 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 toward safe, self-healing support. - 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 the End to End Support Experience - 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. Ensure every issue has a clear owner and customers retain continuity through each handoff. - Own service levels against customer commitments, including reliable 24/7 critical incident response. Build sustainable on-call rotations across Support and Engineering with clear severity thresholds, escalation paths, handoffs, backup coverage, and recovery time after overnight incidents. - Track response, resolution, SLA attainment, and team workload so coverage meets customer needs without depending on any individual’s continuous availability. ### Build Knowledge Tooling and Automation - Overhaul customer documentation and internal knowledge as part of the support system. Manage knowledge sources and runbooks in GitHub, own review and publishing standards, and validate workflows with Product and Engineering before guidance is published. - Turn investigations into reusable knowledge, diagnostic scripts, and tools. Improve visibility into customer workloads, integrations, and infrastructure so recurring issues are easier to diagnose—or eliminated. Make documentation and automation part of the team’s daily work. ### Partner Deeply with Engineering and Product - Partner with Engineering to establish shared escalation ownership, response expectations, and a clear path for stalled issues. Reduce unnece
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