Director of Global Technical Support

Pendo Systems • Raleigh, NC

108d • $170,000 - $185,000

About The Position

We are seeking an experienced and visionary Director of Global Technical Support to lead our worldwide customer support operations. This role is critical in shaping the strategy, structure, and execution of our technical support organization, ensuring that our customers receive best-in-class service and solutions. As the leader of a global team, you will drive operational excellence, foster a customer-first culture, and scale our support processes to meet the demands of a growing SaaS business.

Requirements

• 10+ years of experience in technical support, customer success, or related roles in a SaaS environment, with at least 5 years in a leadership position.
• Proven track record of building and scaling global technical support organizations.
• Strong understanding of SaaS architectures, cloud technologies, and enterprise software environments.
• Demonstrated success with metrics-driven management and operational improvement.
• Excellent leadership, communication, and interpersonal skills.
• Experience with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Jira, AI-powered chatbots).

Nice To Haves

• Background in B2B SaaS with enterprise customer segments.
• Strong analytical skills with the ability to translate data into strategy.
• Passion for delivering exceptional customer experiences and building high-performing teams.

Responsibilities

• Define and execute the global technical support strategy aligned with company objectives.
• Lead, mentor, and grow a distributed support team across multiple regions and time zones.
• Develop metrics and KPIs to measure customer satisfaction, team performance, and operational efficiency.
• Ensure timely, effective, and empathetic resolution of customer issues, driving high CSAT scores and adhering to customer SLAs.
• Collaborate with Product, Engineering, and Customer Success to provide feedback loops for product improvements and customer insights.
• Implement scalable self-service resources, knowledge bases, and AI-driven support tools.
• Standardize support processes and tools across global teams for consistency and efficiency.
• Optimize case handling, escalation procedures, and root cause analysis.
• Establish proactive support models to prevent issues before they arise.
• Partner with Engineering and Product teams to influence product roadmaps based on customer needs.
• Work with Sales and Customer Success to support pre- and post-sales technical engagements.
• Align with Operations and IT to ensure support systems and technologies are robust and scalable.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior