Senior IT Engineer securing Turing’s identity, devices, SaaS applications, and corporate infrastructure. Automating employee lifecycle workflows for an AI company.
About the role
- Technical support director leading Tier 1 and Tier 2 operations for SWTCH, an EV charging solutions company. Scaling distributed teams, service metrics, and customer experience.
Responsibilities
- Lead, coach, and develop a high-performing remote team of Tier 1 and Tier 2 Technical Support agents and team leads
- Own the day-to-day operation of the Technical Support function
- Ensure customers receive timely, high-quality support
- Establish and monitor operational metrics, including SLAs, CSAT, response and resolution times, backlog health, quality, and team productivity
- Develop scalable support processes, workflows, and knowledge management practices
- Build escalation processes and partner with Engineering, Product, Customer Success, Network Operations, and Deployment teams to resolve customer issues
- Drive workforce planning, scheduling, and capacity management for a growing global customer base
- Recruit, mentor, and retain top talent while fostering accountability, collaboration, and continuous improvement
- Analyze customer trends and operational data to identify opportunities for automation, process improvements, and product enhancements
- Lead critical customer escalations and ensure clear communication during high-impact incidents
- Build a customer-centric support organization that continuously improves customer experience
- Report to the CEO
Requirements
- 12+ years of experience in Technical Customer Support, Customer Operations, or Service Operations
- 5+ years leading Tier 1 and Tier 2 technical support teams, including remote or distributed teams
- Demonstrated success leading managers, team leads, and frontline technical support professionals in a high-growth environment
- Experience building and scaling technical support operations, including workforce planning, SLA management, quality assurance, and performance reporting
- Strong analytical skills with experience using operational metrics and customer insights to drive continuous improvement
- Experience with customer support platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar ticketing systems
- Exceptional leadership, coaching, communication, and cross-functional collaboration skills
- Experience supporting enterprise SaaS, EV charging, IoT, networking, telecommunications, or another technology-driven industry is strongly preferred
Benefits
- Opportunity to build and scale a world-class Technical Support organization
- Opportunity to take a lead role as a core member of the executive team and make a significant impact on company culture and values
- Opportunity to contribute to a clean energy mission focused on reducing global carbon emissions
- Collaborative, mission-driven team
- Equal opportunity employer
- Accommodations available on request for candidates taking part in all aspects of the selection process
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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