Technical Director jobs in San Francisco, CA

Opportunity

The Director of Technical Support will work closely with product, engineering and sales leadership, as well as company co-founders, and will be responsible for developing and executing the customer experience strategy and tactics for all of Airbyte’s products. The goal is to yield a high level of customer satisfaction across the multiple customer segments we serve, and to preserve the ability of the Airbyte Engineering team to execute the product roadmap with minimal disruption. The Airbyte products are highly technical in nature, and providing this delightful customer experience requires a highly technical support team. 

What You'll Do

• Develop and achieve technical support objectives and goals to support the organizational vision to define new customer satisfaction standards in the data integration industry.
• Define and ensure targeted service and performance standards are achieved or exceeded.
• Execute tactical plans and initiatives that exceed customer expectations via in-app chat and email, resulting in higher customer satisfaction, lower attrition and higher productivity.
• Establish and manage communication channels within and among departments—being the liaison to provide customer feedback to the product and engineering team.
• Build, train and nurture the technical support team. Provide mentorship, management and support to their rapidly growing team.
• Design an organization structure with appropriate escalation paths, and hire top talent support teammates.
• Collaborate with leaders across the organization to continuously improve the support offerings and organization. 
• Collaborate with senior management to develop and manage to KPIs.

What You'll Need

• 8 years of relevant experience, with at least 5 years in management
• Strong technical background to understand technical issues.
• Previous experience with process improvement.
• Ability for multitasking and escalation of critical issues.
• Ability to foster teamwork and a collaborative culture.
• Cross functional leadership experience.
• Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact with colleagues at all technical levels.
• Dynamic, energetic, motivated, positive outlook with the ability to multitask and prioritize responsibilities.
• Familiarity with data engineering is a plus.
• You share our values

Location

• San Francisco Bay Area. Hybrid, twice per week in office.