Senior Director, Global Technical Support

SymphonyAI•Austin, TX

1d•Remote

About The Position

SymphonyAI Retail is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry. We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimize decision-making, and deliver exceptional customer experiences. We are seeking a Senior Director, Global Technical Support to join our team. The Senior Director of Global Technical Support is a senior leader responsible for operationalizing and scaling global support delivery for a complex enterprise SaaS platform. This role owns day-to-day execution of a multi-region, follow-the-sun support organization, ensuring high-quality customer outcomes, operational rigor, and continuous improvement. This leader partners closely with Product, Engineering, Customer Success, and GTM teams to drive customer stability, reduce escalations, and improve service performance. Experience supporting retail or CPG environments is a strong preference, particularly in systems related to merchandising, supply chain, and store operations.

Requirements

15+ years of experience in technical support, customer operations, or customer success within enterprise SaaS or technology organizations
Proven experience managing global, multi-tier support teams in a follow-the-sun model
Strong operational leadership in enterprise SaaS or cloud environments
Demonstrated experience implementing AI/automation in support operations
Solid understanding of ITIL-based incident and problem management
Experience with enterprise CRM/support platforms (e.g., Microsoft Dynamics 365)
Strong stakeholder management across Product, Engineering, Customer Success, and GTM teams

Nice To Haves

Experience in Retail, CPG, or supply chain technology environments

Responsibilities

Execute the global customer support strategy in alignment with VP/Executive leadership
Lead and scale a distributed support organization across AMER, EMEA, and APAC
Drive consistent operating rhythms, team structure, and performance management across regions
Build a strong execution culture focused on accountability, responsiveness, and customer outcomes
Align support readiness with customer business cycles (e.g., seasonal peaks, high-volume events)
Own operational KPIs including CSAT, response/resolution times, backlog health, and escalation handling
Drive measurable improvements in customer satisfaction across enterprise clients
Act as senior escalation leader for high-priority customer issues and major incidents
Ensure consistent, high-quality support experience across customer segments
Implement and enforce global support processes, SLAs/OLAs, and performance standards
Lead Major Incident Management (MIM) execution, including war rooms and cross-functional coordination
Drive root cause analysis (RCA) and ensure follow-through on corrective actions
Partner with Engineering to reduce recurring issues and improve platform reliability
Operationalize AI-driven support capabilities, including: Intelligent case triage and routing, Agent-assist tools (summarization, suggested resolutions), Self-service and customer-facing automation
Drive improvements in case deflection, resolution speed, and agent productivity
Partner with platform teams to embed AI into support workflows and CRM systems
Own execution and optimization of the support technology stack (e.g., CRM such as Microsoft Dynamics 365)
Drive system enhancements to improve agent efficiency and customer visibility
Support consolidation and standardization of tools across regions
Integrate telemetry, diagnostics, and automated workflows into support operations
Deliver dashboards and reporting for operational performance and customer health
Partner with Customer Success and Services teams to ensure seamless post-sales experience
Collaborate with Product and Engineering to prioritize fixes based on customer impact and support insights
Provide structured feedback loops from support into product roadmap and innovation
Align with GTM teams to support retention and expansion goals
Manage regional budgets, headcount planning, and capacity models
Optimize cost-to-serve while maintaining high service quality
Support vendor/outsourcing strategies where appropriate