Director, Technical Support Engineering ( HR AI Platform Startup)
About The Position
We are looking for a Director to lead and scale a high-impact team responsible for delivering value to some of Eightfold’s most strategic enterprise customers. This is a leadership role at the intersection of technology, customer success, and business transformation. You will define and drive the strategy for solution delivery, elevate execution standards, and build a world-class team of Product Solutions Experts. Beyond execution, you will serve as a thought partner to customers and internal leadership, influencing product direction, shaping deployment best practices, and ensuring Eightfold delivers measurable business outcomes at scale.
Requirements
- 10–15+ years of experience in enterprise SaaS, product implementation, solution architecture, or technical support.
- 5+ years in leadership roles, managing and scaling high-performing teams.
- Proven track record of delivering complex, global enterprise implementations with measurable customer impact.
- Strong technical depth in APIs, integrations, data systems (SQL, JSON, XML), and scripting (Python or equivalent).
- Exceptional stakeholder management and executive presence, with the ability to influence at C-level.
- Demonstrated ability to operate in high-growth, ambiguous environments and drive structured outcomes.
- Bachelor’s or Master’s degree in Computer Science, Engineering
Nice To Haves
- Experience working with HR Tech ecosystems (ATS, HRIS, Talent platforms) is highly preferred.
- Background in top-tier consulting firms or enterprise transformation programs is a strong plus.
Responsibilities
- Define the vision, operating model, and growth strategy for the Product Support function.
- Build, scale, and lead a high-performing global team; drive hiring, capability building, and leadership development.
- Establish a culture of ownership, technical excellence, and customer obsession.
- Own end-to-end delivery outcomes for large enterprise accounts, including implementations, expansions, and ongoing optimization.
- Partner with senior customer stakeholders as a trusted advisor, driving adoption and long-term value realization.
- Lead executive-level escalations and ensure strong governance across complex deployments.
- Set the bar for solution architecture, integration strategy, and technical design across ATS, HRIS, and ecosystem platforms.
- Guide teams on complex implementations involving APIs, data models, and enterprise-scale integrations.
- Drive standardization through reusable frameworks, accelerators, and best practices.
- Partner closely with Product, Engineering, Customer Success, and Sales to align on roadmap, customer needs, and delivery priorities.
- Act as the voice of the customer, influencing product innovation and go-to-market strategy.
- Contribute to global initiatives, including AI-driven interview frameworks and solution evolution.
- Establish metrics-driven execution: delivery health, customer satisfaction, adoption, and team productivity.
- Drive capacity planning, forecasting, and resource optimization across regions.
- Continuously improve delivery processes to enable scalability and predictability.
Benefits
- Opportunity to shape how AI transforms talent at a global scale.
- Direct exposure to enterprise customers and executive leadership.
- Build and lead a category-defining solutions organization.
- Play a key role in scaling Eightfold’s next phase of growth.
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What This Job Offers
Job Type
Full-time
Career Level
Director
