Technical Support Director
3 weeks ago
Job Summary
Mend.io is seeking a seasoned Technical Support Director to lead our global support organization in delivering exceptional customer service and support. In this critical role, you will oversee the management, mentorship, and growth of a high-performing remote team of support engineers while building strong partnerships across the company.
About the Company
Mend.io offers an enterprise suite of application security tools designed to help organizations build and manage a mature, proactive AppSec program. Our tools support both developers and security teams by giving each team different, but complementary, tools to work with—enabling them to stop chasing vulnerabilities and start proactively managing application risk.
Key Responsibilities
- Own overall support operations, defining and driving processes/procedures to ensure efficient case management and issue resolution
- Recruit, hire, train, coach, and develop a geographically distributed team of highly skilled support professionals across multiple regions
- Manage performance, provide feedback, identify development opportunities, and ensure career growth for team members
- Foster an environment of continuous learning, knowledge sharing, and exemplary customer service
- Manage escalation channels and serve as the final escalation point, taking ownership of critical customer situations
- Continuously improve operations through metrics analysis, identifying bottlenecks, and implementing optimization strategies
- Champion knowledge management, documentation, and training initiatives
- Develop trusted partnerships with cross-functional team leads in Engineering, Product, Sales, Professional Services, and other groups
- Collaborate closely with internal partners to triage issues, communicate impact, and align on product feedback/enhancements
- Represent the voice of the customer across the organization and influence the product roadmap
Requirements
Enterprise software, SDLC, DevOps, and a degree are required for this position.
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