Director, Technical Support

Job Summary Director, Technical Support Location

Morrisville, NC

The Director of Technical Support drives strategic direction, innovation, and execution for large-scale support initiatives. This role involves defining and overseeing long-term vision, strategy, and architecture to achieve business objectives, foster innovation, drive operational excellence, and align support initiatives with overall company and customer goals.

M9. This is a People Manager role.

• Develop and implement long-term strategic visions and roadmaps for technical support, aligned with company and business goals and evolving customer expectations.
• Align support initiatives with overall business objectives, customer needs, and market trends, translating business objectives into actionable plans.
• Define and lead strategic initiatives within the support organization that have a significant business impact.
• Maintain ownership of strategic areas within technical support, accountable for organizational goals and success metrics.
• Make decisions that support the overall company and its strategic objectives.
• Own, drive, and collaborate globally to achieve strategic outcomes.

• Drive innovation to contribute to company growth, customer engagement, and business efficiency through effective technical support.
• Provide strategic thought leadership to address key support challenges and deliver impactful solutions.

• Work across the organization to contribute strategic value in support, influencing strategic decisions regardless of organizational lines.
• Lead and influence cross-functional teams and stakeholders to implement strategic support solutions.
• Create clarity and collaborate across organizational boundaries to align support priorities and mobilize stakeholders.
• Inspire teams to align, prioritize, and execute strategic advancements in support.

• Foster a culture of innovation, learning, and collaboration within the support organization.
• Develop and retain high-caliber support talent through focused hiring, structured growth paths, and strong retention practices.
• Serve as a leader, coach, and mentor to support teams and managers, providing clear growth plans, regular coaching, and measurable execution goals.
• Align support team structures and capabilities to the evolving demands of the business and customer base.
• Promote a culture of inclusion, fairness, and transparency to deepen trust and engagement within the support organization.

• Define and govern KPIs that provide clarity on support service quality, efficiency, and responsiveness.
• Lead simplification and automation initiatives that eliminate redundancy and enhance delivery consistency within technical support.
• Use performance trends and feedback to refine support strategies and improve the customer journey.
• Drive a culture of accountability and rigor within support, improving response times, predictability, and satisfaction.
• Maintain organizational agility within support to meet growing business needs while sustaining service standards.
• Drive measurable improvements in service delivery by linking operational performance with customer experience.

• Implement proactive strategies to detect and mitigate critical support issues before escalation.
• Ensure swift ownership, clarity, and coordination during high-stakes support situations to accelerate resolution.
• Lead structured post-mortems focused on root cause elimination and long-term stability of support operations.
• Build a culture of readiness within support, where teams respond under challenging situations with clarity and control.

• Drive adoption of tools and emerging technologies that improve support quality, efficiency, and data visibility.
• Use data and feedback loops to continuously improve support processes and drive tangible outcomes.
• Encourage experimentation and ideation to unlock new efficiencies and elevate the customer experience within technical support.
• Challenge traditional models to set new standards in…