Director, Technical Customer Support

Q2 • Austin, TX

49d • Hybrid

About The Position

As passionate about our people as we are about our mission. Why Join Q2? Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers. What Makes Q2 Special? Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together. The Job At-A-Glance: We’re looking for a seasoned Director of Technical Support to lead and scale our global support operations. This role will oversee a distributed team delivering high-impact, configuration-driven support in a fast-paced, customer-facing environment. You’ll combine strategic vision with hands-on leadership, working closely with Engineering, Product, and DevOps to ensure operational excellence, technical rigor, and customer satisfaction. A Typical Day: Strategic Leadership Partner with the SVP of Support to define and execute the global support vision and roadmap. Define and drive strategies for team scaling, automation, and customer experience. Collaborate with Product, Engineering, and DevOps to align support with technical initiatives and reduce support demand through product and process improvements. Operational Excellence Lead and continuously improve support processes across time zones and regions (India, Mexico, US). Ensure 24/7 operational readiness through regional alignment and resource planning. Drive KPIs across SLA adherence, customer satisfaction (CSAT), time-to-resolution, and efficiency. Stay current on industry best practices and apply them to optimize support performance. Technical Oversight Oversee a high-touch support model that includes diagnosing complex issues in containerized environments, managing configuration updates, and supporting CI/CD and DevOps workflows in highly regulated environments. Develop and implement repeatable processes for configuration updates, build cycle management, and redeployment across environments. Ensure seamless integration with CI/CD pipelines and DevOps workflows. Operate in a highly regulated environment, maintaining both strong security and compliance hygiene Team Leadership & Development Lead and mentor a global team of Support Managers and Team Leads, fostering a high-performance and inclusive culture. Build clear career pathways and drive professional development across regions. Attract, develop, and retain top support talent across global regions. Promote a collaborative and inclusive work environment with clear career paths and training initiatives. Continuous Improvement & Innovation Champion initiatives that reduce support friction and improve tooling, documentation, and self-service capabilities. Lead initiatives for automation and knowledge management to reduce ticket volume and increase scalability. Actively leverage AI tools to drive efficiency and scale support operations. Lead innovation by adopting emerging technologies and modern support practices that reduce friction and improve scalability. Bring Your Passion, Do What You Love.

Requirements

• 10+ years in technical support leadership, including experience managing large, globally distributed teams.
• Proven success in supporting software/SaaS products in a technically complex, customer-facing environment.
• Deep experience working in modern cloud native architecture (e.g. orchestration, Docker) and build/release processes.
• Experience managing teams responsible for hands-on configuration changes and redeployments.
• Proven ability to lead through change and develop high-performing teams.
• Strong analytical mindset with experience managing KPIs, SLAs, and operational dashboards.
• Excellent communication and collaboration abilities across all levels of an organization.
• Bachelor’s degree in Computer Science, Engineering, or equivalent technical field (Master’s preferred).
• This position requires fluent written and oral communication in English.
• Applicants must be authorized to work for any employer in the U.S.
• We are unable to sponsor or take over sponsorship of an employment Visa at this time.
• Based in or willing to relocate to Austin, TX.

Nice To Haves

• ITIL, Six Sigma, or Lean certifications.
• Familiarity with Jira, ServiceNow, PagerDuty, Grafana, or Splunk.
• Experience in fintech, enterprise software, or infrastructure-as-a-service (IaaS) a plus.
• Bilingual (English/Spanish or English/Hindi) a plus.
• Prior experience in technical roles such as SRE, DevOps, or infrastructure engineering.
• Director/Sr. Director experience in global support operations.

Responsibilities

• Partner with the SVP of Support to define and execute the global support vision and roadmap.
• Define and drive strategies for team scaling, automation, and customer experience.
• Collaborate with Product, Engineering, and DevOps to align support with technical initiatives and reduce support demand through product and process improvements.
• Lead and continuously improve support processes across time zones and regions (India, Mexico, US).
• Ensure 24/7 operational readiness through regional alignment and resource planning.
• Drive KPIs across SLA adherence, customer satisfaction (CSAT), time-to-resolution, and efficiency.
• Stay current on industry best practices and apply them to optimize support performance.
• Oversee a high-touch support model that includes diagnosing complex issues in containerized environments, managing configuration updates, and supporting CI/CD and DevOps workflows in highly regulated environments.
• Develop and implement repeatable processes for configuration updates, build cycle management, and redeployment across environments.
• Ensure seamless integration with CI/CD pipelines and DevOps workflows.
• Operate in a highly regulated environment, maintaining both strong security and compliance hygiene
• Lead and mentor a global team of Support Managers and Team Leads, fostering a high-performance and inclusive culture.
• Build clear career pathways and drive professional development across regions.
• Attract, develop, and retain top support talent across global regions.
• Promote a collaborative and inclusive work environment with clear career paths and training initiatives.
• Champion initiatives that reduce support friction and improve tooling, documentation, and self-service capabilities.
• Lead initiatives for automation and knowledge management to reduce ticket volume and increase scalability.
• Actively leverage AI tools to drive efficiency and scale support operations.
• Lead innovation by adopting emerging technologies and modern support practices that reduce friction and improve scalability.

Benefits

• Health & Wellness
• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – “You Earned it”

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees