Director of Tier 3 and Support Engineering

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Tier 3 and Support Engineering based in the United States.

This is a strategic leadership opportunity for an experienced technical support professional to shape customer experience and drive technical excellence within a growing B2B SaaS organization. You will oversee Tier 3 Support and Support Engineering, leading teams responsible for resolving complex customer issues, managing technical escalations, and partnering with Engineering to deliver lasting solutions.

Working across an international support organization, you will strengthen operational processes, develop future technical leaders, and ensure critical incidents are handled effectively. You will also transform customer feedback, incident data, and bug trends into actionable insights that improve product quality and reduce recurring support requests.

By leveraging AI, automation, and data-driven decision-making, you will help scale support operations while maintaining exceptional service standards. This remote role offers the opportunity to influence cross-functional strategy, improve customer outcomes, and build high-performing teams in a dynamic technology environment.