Position Summary:
We are seeking an experienced and visionary Director of Technical Support to lead our world-class technical support organization and help us build for the future. In this role, you will define and execute the strategic direction for customer support, build and mentor a high performing team, drive innovation and operational efficiency, and act as a key advocate within the company to ensure our customers receive exceptional service every time.
Key Responsibilities:
Leadership and Strategy
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Develop and implement a technical support strategy aligned with the company’s goals and customer success vision.
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Build, mentor, and inspire a high-performing team of support engineers and managers (L1-L3), including a small custom development team.
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Establish and manage scalable processes to support growth across multiple time zones and regions.
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Define key performance indicators (KPIs) to measure the success and quality of the support organization.
Customer Advocacy
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Act as the voice of the customer, partnering with product, engineering, and sales teams to address customer needs and feedback.
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Build strong relationships with customers, especially enterprise clients, to ensure their success with Jellyfish products.
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Drive customer satisfaction, retention, and loyalty through exceptional support experiences.
Operational Excellence
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Oversee the day-to-day operations of the technical support team, ensuring timely resolution of customer issues.
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Continuously refine and optimize workflows, ticket management (Zendesk), and escalation processes.
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Implement advanced tools, technologies, and methodologies to improve operational efficiency and response times.
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Collaborate with cross-functional teams to streamline the handoff process between technical support and other departments.
Technical Expertise and Enablement
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Ensure the support team is equipped with in-depth knowledge of Jellyfish’s platform and related technologies.
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Develop and deliver training programs to foster technical growth and knowledge sharing within the team.
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Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edge.
Qualifications:
Experience
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7+ years of leadership experience in technical support, customer success, or a related field, with 3+ years in a global senior leadership role (leading other leaders).
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Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company. Experience with integrating with customer-managed products is a plus.
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Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.).
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Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus.
Skills
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Exceptional leadership, communication, and organizational skills.
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Strong problem-solving and decision-making abilities with a customer-first mindset.
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Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira).
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Ability to work effectively in a fast-paced, high-growth environment.
Education-
Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
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Top Skills
What the Team is Saying
What We Do
Jellyfish is the pioneer Engineering Management Platform that enables engineering leaders to align engineering work with strategic business objectives. By analyzing engineering signals and contextual business data, Jellyfish provides complete visibility into engineering organizations, the work they do, and how they operate. Companies like SessionM (A Mastercard Company), Medium, and Toast use Jellyfish to optimize the allocation of engineering resources to focus their teams on what matters most to the business.
Why Work With Us
Across the company, we’re excited to advance our mission, to build a product that customers love, and to help companies large and small accomplish their goals. We value a healthy work-life balance, career growth, and a friendly office culture.
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Jellyfish Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid policy allows employees to work however they work best. Whether that is at home or in-person at our Boston office, we encourage our employees to engage in a combination of remote and on-site work.
