Director, Technical Engineering

Director, Technical Engineering As 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. As a Director, Technical Engineering, your role will include: Execute a plan to increase customer support maturity and scale to meet the increasing demands on the Customer experience. Partner 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. Collaborate 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. Further define and enhance the end-to-end customer facing support experience in line with end state integration to improve processes, systems, and tools. Review, assess, and report key metrics to leadership, taking appropriate actions to enhance the team's ability to meet performance KPIs. Review and measure the customers' support experience to ensure adherence and compliance to quality-of-service goals and contractual service level agreements. Detailed and metric driven for KPI’s, trends and, modeling analysis to drive areas of improvement across the entire support lifecycle. Conduct capacity planning and resource forecasting to meet the evolving needs of the customer base. Act as an escalation point for complex customer issues, ensuring timely and effective resolution. Direct, lead and coach direct reports including Managers, and Senior Managers. This role could be a fit for you if you bring: 10+ years of client support experience in a management role. Outstanding people skills and experience with coaching and personal development. Strong organizational and project management skills. Experienced leader who embraces a customer and team first approach. You understand the importance of work life balance to drive high productivity. Strong collaborator who excels in driving cross functional alignment to enhance the end-to-end support experience. Skilled mentor of a management team up to Director level, building careers, and developing emerging leaders. You have built out high-performing global teams that scale fast and maintain the highest quality of Support. Experience with 3rd party Support Providers in best-cost regions Experience with ServiceNow a significant plus Bonus points for: ServiceNow Developer certification Work experience in customer service management, consulting, technology, or startups We 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. The compensation for this position is $170,000-$175,000 and an annual bonus structure. We 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.