Director - Technical Support

The role of Director of Technical Support at Zycus involves leading support operations for North American customers on the SaaS platform. The primary responsibility is to design, execute, and continuously improve a world-class technical support experience, ensuring customer satisfaction, operational excellence, and team development. This position collaborates with various teams including product, engineering, and customer success to enhance support outcomes, reduce friction, and improve product quality through feedback loops. Key Objectives and Outcomes of the role: - Achieve and maintain high Customer Satisfaction (CSAT) scores across the customer base. - Manage support processes, knowledge bases, and staffing models to reduce response and resolution times. - Drive increased customer usage of self-service, community, and AI-based support tools to decrease ticket volumes. - Ensure strict adherence to contractual SLAs for ticket resolution. - Define and implement clear escalation processes and procedures for major issues or customer escalations. - Utilize data to identify ticket trends, product challenges, and improvement opportunities to reduce ticket volumes. - Manage team structure and costs within defined Cost to Serve parameters. - Recruit, train, and retain high-quality support talent. - Establish clear operating procedures, rapid onboarding processes, and career paths with a training and growth plan for employees. Competencies Required: - Customer Centric Mindset: Understand customer perspective, empathize with customers, and drive internal collaboration. - Technical Acumen: Understand SaaS software solutions, cloud architecture, system APIs, and integrations. - Strategic Leadership: Define and communicate a Technical Support vision and operating model effectively. - Operational Execution: Implement scalable ticket tracking and closure processes. - Analytical Mindset: Make data-driven decisions, identify root causes, and forecast future needs. - Strong Communicator: Manage complex discussions effectively. - People Leader: Identify, mentor, and grow talent, create a strong culture. - Support Tools Expertise: Familiarity with Salesforce Service Cloud, Jira, and key customer ERP environments. Must-Have Qualifications: - 10+ years of technical support experience, with 3+ years in a leadership role in a SaaS or cloud software environment. - Experience managing a cost budget. - Proven track record in building and leading global technical support teams for Fortune 500 companies. - Expertise in defining and managing key support metrics. - Hands-on experience with Salesforce Service Cloud, Jira, and related reporting. - Experience managing a North American located customer base. Ideal Qualifications: - Experience managing teams supporting ERP integrations like SAP and Oracle. - Experience in a tiered premium support revenue model environment. Nice to Have Qualifications: - Certifications (e.g., ITIL, Salesforce Administrator, HDI-SCA). - Hands-on experience deploying AI agents or chatbots for support engagement.,