Customer Support Representative helping iClosed users resolve SaaS issues via chat, email, and video. Troubleshooting integrations and improving customer support processes.
About the role
- Director of Customer Support leading global support for Litmus industrial AI and edge-data software. Scaling operations, technical capabilities, and enterprise customer outcomes.
Responsibilities
- Set the global customer support strategy, operating model, service standards, and multi-year roadmap
- Lead, coach, and develop support managers, team leads, analysts, and technical support engineers
- Establish expectations, career paths, succession plans, and a culture of accountability, learning, and customer advocacy
- Own support performance and customer outcomes, including service-level attainment, response and resolution times, backlog health, customer satisfaction, quality, productivity, and escalation effectiveness
- Design follow-the-sun coverage, workforce capacity, case routing, severity, escalation, and incident communication practices
- Serve as executive escalation leader for critical customer issues
- Coordinate technical response, stakeholder communication, root-cause follow-up, and corrective actions
- Partner with Engineering and Product on defect triage, bug management, problem management, release readiness, product quality, supportability, and voice-of-customer processes
- Partner with Customer Success and Technical Delivery across onboarding, implementation, adoption, support, and renewal
- Establish dashboards, forecasts, business reviews, and actionable insights for executive stakeholders
- Translate trends into staffing, process, tooling, and product recommendations
- Build knowledge-management, self-service, case-deflection, and enablement programs
- Own the support technology ecosystem, including Zendesk or equivalent platforms, reporting, automation, integrations, and AI-assisted support capabilities
- Define and manage the support budget, headcount plan, vendor relationships, and investments
- Ensure support practices meet security, privacy, compliance, business continuity, and customer-commitment requirements
- Maintain familiarity with the Litmus product portfolio and relevant technologies to guide prioritization and decision-making
Requirements
- 10+ years of progressive experience in B2B software, enterprise technology, or technical customer support
- 5+ years leading managers and geographically distributed support teams
- Demonstrated success building or scaling customer support organizations serving complex enterprise customers
- Strong command of support operations, including service-level management, case and backlog management, severity models, escalations, major incidents, quality programs, knowledge management, workforce planning, and continuous improvement
- Experience with customer support platforms such as Zendesk and analytics tools
- Proven ability to lead high-impact customer escalations
- Excellent people leadership, coaching, organizational design, and change-management skills
- Strong cross-functional influence and executive communication skills
- Technical fluency across SaaS and/or edge software, Linux, networking, APIs, databases, cloud environments, containers, security certificates, and troubleshooting concepts
- Strong critical thinking, prioritization, process design, relationship-building, active listening, and written and verbal communication skills
- Bachelor’s degree in business, computer science, engineering, information systems, or a related discipline, or equivalent practical experience
- Ability to work from Toronto, Ontario, Canada in accordance with workplace expectations
- Ability to travel occasionally for customer or team needs
- Nice-to-have: experience with industrial software, edge computing, IIoT, manufacturing, operational technology, or Industry 4.0 customers
- Nice-to-have: familiarity with Litmus Edge, Litmus Edge Manager, or comparable platforms
- Nice-to-have: knowledge of OPC UA/DA, MQTT, Kafka, PLCs, SCADA, MES, historians, and the Purdue model
- Nice-to-have: experience with Azure, AWS, Google Cloud, Docker, Kubernetes, VMware, Hyper-V, KVM, SQL, InfluxDB, and certificate management
- Nice-to-have: experience leading 24/7 or follow-the-sun support operations
- Nice-to-have: background in customer education, KCS, ITIL, Lean, Six Sigma, or another structured continuous-improvement approach
- Nice-to-have: relevant technical, support, project-management, or cloud certification
- Must be able to work in Canada without visa sponsorship
Benefits
- Opportunity to build infrastructure that enables industrial AI and real-time data in production environments
- Direct impact on product and company trajectory in a growth-stage software company
- Ownership, visibility, and ability to shape the product and company
- Collaborative, curious, low-ego culture
- Opportunity to work with experienced operators, engineers, and leaders
- Occasional travel for customer or team needs
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