Director of Customer Technical Support - 1021

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  "source_hash": "ec18866d066c80d79238c69dd57513c83a59b699f2b244032e00f9c7d984f3c0",
  "last_changed_at": "2026-05-29T07:07:23.149Z",
  "active_status": "active"
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{
  "language": "en",
  "location": {
    "raw": "Moscow, ID",
    "city": "Moscow",
    "region": "ID",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.9
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T07:56:58.137Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Moscow, ID",
      "city": "Moscow",
      "region": "ID",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": "on_site",
  "salary_currency": null
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{}

{
  "lists": [
    {
      "text": "Major Responsibilities: ",
      "content": "<div>\n\n<li data-section-id=\"1j6dleb\" data-start=\"90\" data-end=\"173\">Mentor global technical support teams (Moscow, India) to deliver 24/6 coverage.</li>\n<li data-section-id=\"106gbq7\" data-start=\"174\" data-end=\"256\">Foster a high-performance culture focused on technical growth and development.</li>\n<li data-section-id=\"1chua58\" data-start=\"257\" data-end=\"344\">Manage a Moscow-based part-time team with complex scheduling and resource planning.</li>\n<li data-section-id=\"17w4doj\" data-start=\"345\" data-end=\"434\">Champion coaching for early-career reps with regular feedback and clear career paths.</li>\n<li data-section-id=\"maeobk\" data-start=\"435\" data-end=\"534\">Set performance standards and drive continuous learning through training and knowledge sharing.</li>\n<li data-section-id=\"1w5xm89\" data-start=\"535\" data-end=\"627\">Oversee India team operations to ensure seamless handoffs and consistent global support.</li>\n<li data-section-id=\"wdowfu\" data-start=\"628\" data-end=\"718\">Partner with SVP of Client Success &amp; Support to drive support strategy and efficiency.</li>\n<li data-section-id=\"2wzuq2\" data-start=\"719\" data-end=\"796\">Optimize knowledge base and documentation to enhance customer experience.</li>\n<li data-section-id=\"h1ec93\" data-start=\"797\" data-end=\"860\">Lead adoption of AI-driven, self-service support solutions.</li>\n<li data-section-id=\"1nggryx\" data-start=\"861\" data-end=\"946\">Enable engineers to identify root product issues and deliver strategic solutions.</li>\n<li data-section-id=\"4f0o5l\" data-start=\"947\" data-end=\"1044\">Promote a solution-oriented mindset with strong problem qualification and value articulation.</li>\n<li data-section-id=\"16618tt\" data-start=\"1045\" data-end=\"1124\">Define and track KPIs (e.g., time to resolution, first contact resolution).</li>\n<li data-section-id=\"h2w28r\" data-start=\"1125\" data-end=\"1204\">Implement scalable processes for consistent, high-quality service delivery.</li>\n<li data-section-id=\"lllo9h\" data-start=\"1205\" data-end=\"1284\">Adapt support strategies to evolving client needs and technical complexity.</li>\n<li data-section-id=\"171vtlv\" data-start=\"1285\" data-end=\"1374\">Act as escalation point for complex issues, coordinating cross-functional resolution.</li>\n<li data-section-id=\"1c6nxs8\" data-start=\"1375\" data-end=\"1456\">Use data insights to guide strategy, team development, and resource planning.</li>\n<li data-section-id=\"uvsbzb\" data-start=\"1457\" data-end=\"1525\">Assess performance and align decisions with business objectives.</li>\n<li data-section-id=\"jyzphy\" data-start=\"1526\" data-end=\"1604\">Partner cross-functionally to inform product roadmap with client feedback.</li>\n<li data-section-id=\"1i3dhry\" data-start=\"1605\" data-end=\"1684\">Establish reporting cadences to surface technical health and product risks.</li>\n<li data-section-id=\"92te8m\" data-start=\"1685\" data-end=\"1766\">Translate technical insights into actionable recommendations for engineering.</li>\n<li data-section-id=\"5vqc99\" data-start=\"1767\" data-end=\"1834\">Identify trends and unmet needs to influence product direction.</li>\n<li data-section-id=\"1uhsm5c\" data-start=\"1835\" data-end=\"1918\">Drive innovation through a culture of creativity and solution-focused thinking.</li>\n\n</div>"
    },
    {
      "text": "Education & Experience: ",
      "content": "<div>\n\n<li data-section-id=\"t11fhi\" data-start=\"41\" data-end=\"153\">8+ years in technical support or customer engineering, with a track record of leading high-performing teams.</li>\n<li data-section-id=\"htsoyc\" data-start=\"154\" data-end=\"215\">Based in Moscow, Idaho with ability to work onsite daily.</li>\n<li data-section-id=\"yj6o30\" data-start=\"216\" data-end=\"294\">Experience managing international teams, including India-based operations.</li>\n<li data-section-id=\"rlxali\" data-start=\"295\" data-end=\"384\">Strong leadership and coaching skills with a focus on developing early-career talent.</li>\n<li data-section-id=\"dkkwzw\" data-start=\"385\" data-end=\"485\">Strategic thinker able to align technical insights with business goals and influence executives.</li>\n<li data-section-id=\"1msdosc\" data-start=\"486\" data-end=\"575\">Proven ability to build scalable systems and processes that improve service delivery.</li>\n<li data-section-id=\"1crn697\" data-start=\"576\" data-end=\"653\">Data-driven, with strength in both qualitative and quantitative analysis.</li>\n<li data-section-id=\"7avwok\" data-start=\"654\" data-end=\"751\">Excellent communicator with the ability to build trust across executives, clients, and teams.</li>\n<li data-section-id=\"1mul1rq\" data-start=\"752\" data-end=\"815\">Experience managing part-time teams and complex scheduling.</li>\n<li data-section-id=\"15x9g55\" data-start=\"816\" data-end=\"887\">Highly organized, proactive, and focused on continuous improvement.</li>\n\n</div>"
    }
  ],
  "country": "US",
  "createdAt": 1775589557002,
  "updatedAt": null,
  "categories": {
    "team": "Client Services",
    "location": "Moscow, ID",
    "commitment": "Full Time",
    "department": "Enterprise",
    "allLocations": [
      "Moscow, ID"
    ]
  },
  "salaryRange": null,
  "workplaceType": "onsite"
}