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Compensation: 130000 USD – 140000 USD / Year
***We are unable to work with 3rd-party or corp-to-corp candidates for this position***
Overview:
Our client will be hiring a Director of Customer Support to shape and execute the vision, strategy, and operations of their global Customer Support function. You will lead a geographically distributed 7-person team of Network Engineers and support agents ensuring world-class support delivery that meets and exceeds customer expectations. In this role, you will drive continuous improvement across support operations, and make data driven decisions, build scalable processes, leverage technology, and champion a customer-first culture. You will work cross-functionally and with external partners to improve support outcomes, resolve systemic issues, and enhance the overall customer experience. This role requires a strong mix of operational leadership, technical understanding, data analysis, innovation, and strategic thinking, with the ability to influence across all levels of the organization.
This role reports to the VP of Customer Success and will have direct reports.
100% REMOTE, Eastern or Central Time zone required.
Screening Questions
- Do you have experience with wireless technology (Aruba courses, Ruckus Smartzones, Meraki MRs, Juniper, Unify).
- Are you familiar with end user device troubleshooting methods and connectivity to a captive portal network?
- Is it within your skill set to use tools link ping, traceroute/tracert, ipconfig/ifconfig, nslookup, tcpdump/wireshark?
- Can you analyze a Packet Capture to debug a UDP, TCP, RADIUS, or HTTP connection?
- Are you familiar with RADIUS & TLS certificates?
- Do you have experience with API communication?
Responsibilities:
- Define and execute the customer support strategy to align with business goals, ensuring operational excellence, service quality, and continuous scalability as the company grows
- Leverage emerging technologies, including AI and automation, innovate support delivery models, enhance operational efficiency, and scale customer support in a rapidly evolving environment
- Establish and enforce robust KPIs for quality standards to foster a culture of clarity, accountability and continuous improvement.
- Root Cause Analysis with customers.
- Provide technical expertise and serve as the escalation point for complex or high-impact issues, offering guidance to support engineers and engaging directly with customers and vendors to ensure timely and effective resolution
- Oversee the design and implementation of training and development programs that build technical expertise and customer service skills, while establishing clear career paths and solidifying roles to support team growth and adaptability
- Collaborate with solution architects, customers, and cross-functional teams to assess vendor solutions for technical capability, supportability, and cost-effectiveness, while identifying systemic issues, driving product improvements, and ensuring teams are fully prepared for new features and releases
- Oversee on call rotations and lead cross-functional incident response during outages by coordinating communication, managing customer expectations, and driving swift resolution to minimize impact and restore service
- Monitor and improve SLA performance, customer sentiment scores, and feedback to achieve exceptional customer satisfaction
- Occasional travel may be required for team meetings, vendor oversight, or customer engagements
Qualifications:
- 5 years of experience managing Network Engineers.
- Customer-facing experience is critical.
- Strong understanding of networking fundamentals and advanced concepts including the OSI model, subnetting, routing, switching, and wireless security
- Extensive experience with cloud-based infrastructure, network topology, and troubleshooting methodologies, combined with hands-on work in SaaS environments. Proficient in technologies such as Mikrotik, Ubiquiti, Ruckus, Aruba, and cloud platforms
Preferred:
- Curiosity about leveraging AI and automation technologies to streamline support operations, enhance customer experience, and drive scalable, data-informed solutions.
- Proven ability to define support strategy, drive operational excellence, and scale high-performing support organizations
- Experience with support platforms and BI tools (e.g., Zendesk, HubSpot) and performance metrics, with a strong ability to analyze support data to identify trends, drive insights, and inform strategic decisions
- Takes a hands-on approach by diving into details when necessary to solve problems effectively, while also maintaining the ability to step back and maintain strategic focus on the bigger picture and long-term goals
- Relevant certifications (e.g., MTCNA, CCNA, CompTIA Network ) are highly desirable