Director, Technical Support

IntegriChain-posted 3 months ago
Full-time • Senior
Philadelphia, PA
501-1,000 employees
Professional, Scientific, and Technical Services
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The Director of Technical Support will oversee the operational success of ICyte's SaaS platform by leading teams responsible for IntegriChain's Contracts & Pricing systems. This role will serve as the bridge between Product, Engineering, and Customer Success, ensuring customers receive seamless delivery, adoption, and value from ICyte's solutions. The ideal candidate is a strategic operator with strong technical aptitude, proven experience scaling SaaS operations, and a passion for customer success.

  • Lead and manage the full Technical Support team, including workload assignment via the team's ticketing system.
  • Act as an escalation point for complex and unresolved application issues.
  • Provide training and mentorship to Tier 1 and Tier 2 support team members and serve as backup as needed.
  • Ensure timely and effective resolution of customer inquiries within defined SLAs.
  • Collaborate cross-functionally with Support Engineers, Product, and Engineering to resolve escalated tickets.
  • Maintain documentation of resolutions, internal procedures, and contribute to the Support Knowledge Base.
  • Identify and implement process improvements across support workflows.
  • Maintain expert knowledge of IntegriChain's core Contracts & Pricing systems.
  • Manage a team of technical analysts accountable for product module roadmaps and sprint deliverables.
  • Own advanced modeling and pricing estimation for new customers.
  • Drive execution of cross-functional Release Readiness activities across Sales, Marketing, Implementation, and Customer Engagement teams.
  • Ensure successful on-time, on-budget, on-scope product delivery in coordination with on-shore and off-shore Agile development teams.
  • Translate market problems and customer pain points into well-defined and prioritized product enhancements, modules, and epics.
  • Proactively engage with customers and prospects to identify gaps and inform roadmap planning.
  • Lead stakeholder interviews, product councils, advisory boards, and surveys to validate market needs.
  • Contribute to the product portfolio roadmap and IntegriChain Marketing Ecosystem, ensuring alignment with forecast, support strategy, and resourcing plans.
  • Communicate product roadmap, prioritization, and operational readiness plans to internal and external stakeholders.
  • Establish and report on key performance indicators (KPIs) for product releases.
  • Work across business and technical teams to drive understanding of system issues, product enhancements, and go-to-market readiness.
  • Actively participate in the diagnosis and resolution of high-priority, complex technical issues escalated by the support team.
  • Oversee critical technical incidents from start to finish.
  • Design and implement automation scripts and tools to improve support workflows.
  • Evaluate, integrate, and continuously improve support tools like Jira Service Desk, Zendesk, PagerDuty, and monitoring systems.
  • Directly engage in the monitoring of system health, performance, and infrastructure.
  • Partner with Product & Engineering and Business teams to understand system architecture, anticipate issues, and develop proactive technical solutions.
  • Develop and maintain a hands-on, technically rich support knowledge base.
  • Participate in code reviews with engineering teams, particularly for customer-reported issues.
  • Directly manage the escalation process for complex technical issues.
  • Author and oversee the creation of detailed, technical incident reports, performance analytics, and system audit documentation.
  • Act as a technical advocate for customers, ensuring that issues are not only resolved but that root causes are addressed.
  • Support the security and compliance aspects of technical support operations.
  • Strong proficiency in troubleshooting across a variety of systems, including cloud platforms (AWS, Azure, GCP), on-premise hardware, networking (TCP/IP, DNS, VPN), and software.
  • Hands-on experience resolving issues across full-stack applications, databases/platforms (Oracle, mySQL, Postgres, Snowflake), microservices and MFT GoAnywhere.
  • Expertise in administering and customizing technical support tools such as Jira Service Desk, ServiceNow, PagerDuty, or Zendesk.
  • Ability to script integrations or automations between systems (e.g., using Python, Bash, or REST APIs).
  • Programming knowledge in languages like Python, SQL with a focus on automating processes, diagnosing bugs, and developing tools for both internal teams and customers.
  • Hands-on experience with application and infrastructure monitoring tools.
  • Strong familiarity with supporting enterprise-level cloud platforms, SaaS applications, or highly complex technical products.
  • Experience in performance tuning for databases, APIs, and large-scale distributed systems to prevent customer-impacting slowdowns and outages.
  • Proven leadership in a technical environment, ideally with a mix of hands-on engineering experience and team management skills.
  • Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement, Flexible Paid Time Off and Paid Parental Leave.
  • 401(k) Plan with a Company Match to prepare for your future.
  • Robust Learning & Development opportunities including over 700+ development courses free to all employees.
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