Director of Product Technical Support

Onapsis•Dallas, TX

2d•Hybrid

About The Position

The world’s most critical—and most targeted—business applications have been neglected for far too long. Onapsis eliminates this blind spot by providing cybersecurity solutions purpose-built for business-critical applications. Whether deployed on-premises, in the cloud, or in hybrid environments, Onapsis helps nearly 30% of the Forbes Global 100 protect the systems that run their global operations. As Onapsis continues to scale both its SaaS and on-premise offerings, we are evolving Product Technical Support from a reactive function into a strategic, data-driven Product Support organization. We are seeking a Director of Technical Support to lead this transformation globally. Summary of the Role The Director of Product Technical Support is a senior leader responsible for defining, scaling, and operating Onapsis’ global Product Technical Support organization across L1, L2, L3, and formal engineering escalation paths. This role owns the support operating model, customer responsiveness and resolution outcomes, and cost-to-serve, while ensuring tight alignment with Product, Engineering, and Customer Success. This leader will build and manage a globally distributed organization that delivers predictable, high-quality support for both SaaS and on-premise products, while transforming support data into actionable insights that drive product improvement and reduce systemic customer pain.

Requirements

Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
10+ years of experience in Technical Support, Product Support, or Technical Operations, including leadership of multi-level global teams.
Experience leading support organizations for enterprise software products, including SaaS and on-premise deployments.
Demonstrated success transforming support organizations toward proactive, scalable, and metrics-driven operating models.
Experience partnering with Product and Engineering organizations at a senior level.

Responsibilities

Lead the global Technical Support organization across L1, L2, and L3 functions, including formal escalation handoffs to Product Engineering.
Define and evolve the support strategy, organizational structure, and service delivery model for both SaaS and on-premise products.
Own and report on key support KPIs, including First Response Time (FRT), Mean Time to Resolution (MTTR), escalation containment, customer satisfaction (CSAT), and cost per case.
Build and manage a leadership layer of managers and team leads; own headcount planning, leveling, hiring strategy, and global budgeting.
Partner closely with Product Management and Engineering to improve defect resolution workflows, escalation models, and long-term product quality.
Oversee the Customer Escalation Event process and ensure alignment with incident response practices, executive communication, and engineering engagement.
Establish and mature the Voice of the Customer (VoC) program by translating support trends and root causes into actionable product and roadmap input.
Drive operational excellence through documentation standards, internal tooling improvements, knowledge base growth, and automation/self-service adoption.
Lead global, shift-based, and geo-distributed support models, ensuring compliance with labor laws, contractual SLAs, and regional requirements.
Partner with HR and executive leadership on performance management, career development, succession planning, and organizational health.
Advise executive leadership on customer risk, systemic issues, and operational trends using data from support operations.