Director, Technical Support
Tasks
- Coordinate incidents for MSP partners
- Deploy AI triage agents
- Design and maintain operational dashboards
- Drive automated Tier 1 resolution workflows
- Enforce human in the loop AI protocols
- Govern AI use with audit trails and permission enforcement
- Increase ticket deflection rate
- Lead technical support function
- Optimize support workflows and escalation paths
- Own support KPIs including NPS MTTR and SLA
- Perform executive reporting on support metrics
- Recruit develop and retain technical support engineers
Perks/Benefits
Skills/Tech-stack
AI triage | Access Control | Audit trails | Automated Ticket Resolution | Change Management | Cybersecurity | Dashboarding | Data Governance | ITIL v4 | ITSM | Incident Response | Jira | Knowledge Base | Knowledge base management | LLM | Managed Services | SaaS | Salesforce | Security Compliance | Sentiment Analysis | Support analytics | Technical Support | Ticket Clustering | Ticket deflection | Ticket resolution | Zendesk | Zendesk AI
Education
N/A
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