{"schemaVersion":"jobsearcher.job.v1","id":"88871a1a145aa8530788b18f","url":"https://jobsearcher.com/jobs/88871a1a145aa8530788b18f","canonicalUrl":"https://jobsearcher.com/jobs/88871a1a145aa8530788b18f","title":"Director, Technical Engineering","description":"Director, Technical Engineering\n\nAs Nuvolo’s Director, Global Technical Engineering, you will, lead and scale a talented world-class technical support organization with an emphasis on SaaS, innovative problem-solving skills, and driving continuous improvement, measured, and demonstrated via standard metrics.\n\nAs a Director, Technical Engineering, your role will include:\nExecute a plan to increase customer support maturity and scale to meet the increasing demands on the Customer experience.\nPartner with other cross-functional teams in Customer Success, Product Management, Partners, and Engineering leaders to drive visibility into the changing landscape of SaaS support and reduce the backlog of issues through programs and trends related to product quality and supportability.\nCollaborate with leaders across Customer Success, Professional Services, Training, Engineering, and Product Management to align and deliver support insights and identify action areas for operational improvement.\nFurther define and enhance the end-to-end customer facing support experience in line with end state integration to improve processes, systems, and tools.\nReview, assess, and report key metrics to leadership, taking appropriate actions to enhance the team's ability to meet performance KPIs.\nReview and measure the customers' support experience to ensure adherence and compliance to quality-of-service goals and contractual service level agreements.\nDetailed and metric driven for KPI’s, trends and, modeling analysis to drive areas of improvement across the entire support lifecycle.\nConduct capacity planning and resource forecasting to meet the evolving needs of the customer base.\nAct as an escalation point for complex customer issues, ensuring timely and effective resolution.\nDirect, lead and coach direct reports including Managers, and Senior Managers.\n\nThis role could be a fit for you if you bring:\n10+ years of client support experience in a management role.\nOutstanding people skills and experience with coaching and personal development.\nStrong organizational and project management skills.\nExperienced leader who embraces a customer and team first approach. You understand the importance of work life balance to drive high productivity.\nStrong collaborator who excels in driving cross functional alignment to enhance the end-to-end support experience.\nSkilled mentor of a management team up to Director level, building careers, and developing emerging leaders.\nYou have built out high-performing global teams that scale fast and maintain the highest quality of Support.\nExperience with 3rd party Support Providers in best-cost regions\nExperience with ServiceNow a significant plus\n\nBonus points for:\nServiceNow Developer certification\nWork experience in customer service management, consulting, technology, or startups\n\nWe offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. We are proud of our winning culture which is inclusive and respectful at its core. We share passion for serving customers, caring for others, and boldly challenging what’s possible for a sustainable world.\n\nThe compensation for this position is $170,000-$175,000 and an annual bonus structure.\n\nWe are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.","company":"Trane Technologies","rawCompany":"trane technologies","city":"Danvers","state":"MA","isRemote":false,"isActive":false,"createdAt":"2026-05-19T13:56:34.312Z","occupations":[{"code":"11-9041.00","title":"Architectural and Engineering Managers","slug":"architectural-and-engineering-managers"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541330","title":"Engineering Services","slug":"engineering-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Director, Technical Engineering","description":"Director, Technical Engineering\n\nAs Nuvolo’s Director, Global Technical Engineering, you will, lead and scale a talented world-class technical support organization with an emphasis on SaaS, innovative problem-solving skills, and driving continuous improvement, measured, and demonstrated via standard metrics.\n\nAs a Director, Technical Engineering, your role will include:\nExecute a plan to increase customer support maturity and scale to meet the increasing demands on the Customer experience.\nPartner with other cross-functional teams in Customer Success, Product Management, Partners, and Engineering leaders to drive visibility into the changing landscape of SaaS support and reduce the backlog of issues through programs and trends related to product quality and supportability.\nCollaborate with leaders across Customer Success, Professional Services, Training, Engineering, and Product Management to align and deliver support insights and identify action areas for operational improvement.\nFurther define and enhance the end-to-end customer facing support experience in line with end state integration to improve processes, systems, and tools.\nReview, assess, and report key metrics to leadership, taking appropriate actions to enhance the team's ability to meet performance KPIs.\nReview and measure the customers' support experience to ensure adherence and compliance to quality-of-service goals and contractual service level agreements.\nDetailed and metric driven for KPI’s, trends and, modeling analysis to drive areas of improvement across the entire support lifecycle.\nConduct capacity planning and resource forecasting to meet the evolving needs of the customer base.\nAct as an escalation point for complex customer issues, ensuring timely and effective resolution.\nDirect, lead and coach direct reports including Managers, and Senior Managers.\n\nThis role could be a fit for you if you bring:\n10+ years of client support experience in a management role.\nOutstanding people skills and experience with coaching and personal development.\nStrong organizational and project management skills.\nExperienced leader who embraces a customer and team first approach. You understand the importance of work life balance to drive high productivity.\nStrong collaborator who excels in driving cross functional alignment to enhance the end-to-end support experience.\nSkilled mentor of a management team up to Director level, building careers, and developing emerging leaders.\nYou have built out high-performing global teams that scale fast and maintain the highest quality of Support.\nExperience with 3rd party Support Providers in best-cost regions\nExperience with ServiceNow a significant plus\n\nBonus points for:\nServiceNow Developer certification\nWork experience in customer service management, consulting, technology, or startups\n\nWe offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. We are proud of our winning culture which is inclusive and respectful at its core. We share passion for serving customers, caring for others, and boldly challenging what’s possible for a sustainable world.\n\nThe compensation for this position is $170,000-$175,000 and an annual bonus structure.\n\nWe are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.","datePosted":"2026-05-19T13:56:34.312Z","dateModified":"2026-05-19T13:56:34.312Z","hiringOrganization":{"@type":"Organization","name":"Trane Technologies","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Danvers","addressRegion":"MA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"88871a1a145aa8530788b18f"},"url":"https://jobsearcher.com/jobs/88871a1a145aa8530788b18f"}}