Director of Tier 3 and Support Engineering

Dental Intelligence Inc.

About The Position

The Director of Tier 3 Support & Support Engineering leads the teams that solve our customers' hardest problems. This role owns two functions: Tier 3 Support, which consists of senior specialists providing real-time product expertise and resolving escalated issues, and Support Engineering, a team responsible for investigating technical defects, reproducing and triaging bugs, and collaborating with the Engineering team to ensure fixes and customer closure. Reporting to the VP of Customer Support and working alongside the Director of Tier 1 Support Operations, this role will lead managers and specialists within a roughly 60-person international support organization that serves a diverse customer base, from single-location practices to large dental service organizations (DSOs). The Director will own the escalation path from the front line to Engineering, lead Support's response to critical incidents, and leverage learnings from escalations to drive product improvements and reduce ticket volume. While existing processes like escalation SOPs, a bug escalation playbook, a P0/P1 incident process, and weekly metrics governance are in place, the primary focus will be on enhancing the speed, efficiency, and scalability of this system for future growth.

Requirements

7+ years in technical support, support engineering, or escalations, including 3+ years in leadership and experience managing managers.
A track record of building and scaling technical support or support engineering teams, ideally in B2B SaaS.
Hands-on experience owning bug triage and escalation workflows with Engineering, including Jira.
Experience leading a support team through production incidents and outages.
Experience working with outsourced or BPO support partners.
Comfortable going deep: reading logs, working with APIs and integrations, and writing basic SQL.
Intercom experience strongly preferred. Zendesk or Salesforce Service Cloud experience is also relevant.
Experience applying AI tools to support workflows.
Composure and sound judgment in complex, high-stakes customer situations.
Clear, confident communication with customers, executives, and engineers alike.
Data-driven: you use metrics to find problems and to prove progress.
Bachelor's degree or equivalent work experience

Nice To Haves

Healthcare technology or dental industry experience.
Experience with practice management systems, payments, or VoIP/telephony

Responsibilities

Lead, coach, and develop the managers and specialists across Tier 3 and Support Engineering, including hiring, performance management, and career development.
Build a bench: clear role expectations, skill ladders, and a promotion path from Tier 1 and Tier 2 into Tier 3 and Support Engineering.
Set a high bar for technical depth, customer communication, and ownership.
Own the escalation path end to end, from Tier 2 handoff through Tier 3 resolution and into Engineering, with clear criteria, SLAs, and no dead ends.
Partner with Tier 1 leadership to keep escalations clean: the right issues, with the right information, at the right time.
Own resolution of high-stakes issues for Enterprise/DSO and at-risk accounts, including our weekly customer watchlist.
Establish and manage on-call coverage so critical issues are handled quickly, any time they happen.
Own the bug lifecycle from Support's side: triage, reproduction, severity, handoff to Engineering in Jira, follow-through, and closing the loop with every affected customer.
Build a strong working partnership with Engineering and Product so bugs are prioritized on real customer impact.
Lead support for our most technical areas, including practice management system integrations, payments, and telephony and AI voice.
Lead Support's side of P0/P1 incidents: triage, internal coordination, customer communication, and postincident review.
Partner with Product and Engineering on go-live readiness so launches don't turn into ticket spikes.
Turn escalation and bug data into clear, prioritized insights that Product and Engineering can act on.
Partner with Learning & Development and Tier 1 leadership to push knowledge down the tiers so more issues are solved at first contact.
Use AI and automation, including Intercom Fin, to reduce escalation volume and speed up diagnosis.
Own and report on escalation metrics, including escalation rate, time to resolution, escalation and bug aging, reopen rate, and CSAT on escalated cases.