Director, Global Tech Support

The Director, Global Tech Support at CloudBees is responsible for leading a global technical support team, ensuring high-quality service delivery, and driving continuous improvement in support operations. This role requires a combination of strong leadership, strategic thinking, technical expertise, and excellent communication skills to effectively support customers and contribute to the overall success of CloudBees.

What You’ll Do

• Lead and manage a global team of technical support professionals, providing guidance, support, and performance management.
• Recruit, train, and develop team members to ensure they have the skills and knowledge to effectively support customers.
• Oversee the day-to-day operations of the technical support function, ensuring efficient and effective resolution of customer issues.
• Implement and optimize support processes and workflows to improve efficiency and customer satisfaction.
• Develop and execute strategies to enhance the technical support function, aligning with CloudBees’ business goals and customer needs.
• Identify and drive initiatives to improve support services and operational performance.
• Analyze customer feedback, support trends, and performance metrics to inform strategy and identify areas for improvement.
• Ensure high levels of customer satisfaction by managing complex or escalated technical issues and ensuring timely resolution.
• Develop and maintain strong relationships with key customers and stakeholders.
• Monitor and ensure the quality of support provided, implementing best practices and standards to consistently deliver high-quality service.
• Work closely with other departments, such as engineering, product management, and sales, to address customer issues and provide feedback for product improvements.
• Collaborate with the professional services and customer success teams to ensure a seamless customer experience.
• Communicate effectively with both technical and non-technical audiences, providing clear and concise updates and resolutions to customers and internal teams.
• Continuously evaluate and refine support processes, tools, and systems to enhance efficiency and effectiveness.
• Implement and oversee knowledge management systems, including documentation and self-service resources.
• Track and analyze key performance indicators (KPIs) related to support operations, such as response times, resolution times, and customer satisfaction scores.
• Use data-driven insights to drive performance improvements and operational changes.
• Manage and resolve critical and high-impact customer issues, ensuring that they are addressed promptly and effectively.
• Identify potential risks to customer satisfaction and take proactive measures to mitigate them.
• Lead the technical support response to major incidents or outages, coordinating with other teams to minimize customer impact and restore service.
• Act as an advocate for customers within CloudBees, ensuring their needs and feedback are communicated and addressed effectively.
• Use customer insights to influence product development and improvement.
• Develop and promote educational resources, such as training materials and best practice guides, to empower customers and enhance their experience with CloudBees products.
• Stay informed about industry trends, emerging technologies, and best practices in technical support.
• Explore and implement innovative solutions to enhance the support function and customer experience.
• Develop strategies to scale support operations in alignment with the company’s growth and expanding global customer base.

Role Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field. Advanced degrees (e.g., MBA, Master’s in Engineering) may be preferred.
• Significant experience in a technical support or customer support role, with a proven track record of managing complex technical issues and escalations.
• Demonstrated experience in leading and managing a global or large-scale technical support team, including recruitment, training, and performance management.
• Deep understanding of cloud computing, DevOps, and related technologies, with experience supporting cloud-based solutions.
• Proven experience in engaging with customers at various levels, including managing high-profile or complex customer relationships.
• Strong technical background with expertise in areas such as cloud platforms, CI/CD pipelines, software development, and troubleshooting complex technical issues.
• Experience in designing and implementing support processes and workflows, including knowledge management and self-service solutions.
• Ability to track, analyze, and act on key performance indicators (KPIs) related to support operations and customer satisfaction.
• Strong leadership skills with the ability to inspire, motivate, and develop a global team.
• Excellent verbal and written communication skills, with the ability to clearly convey technical concepts to both technical and non-technical audiences.
• Ability to develop and execute strategic plans that align with business objectives and enhance the support function.
• Strong analytical and problem-solving skills, with a focus on addressing complex technical challenges and improving customer experiences.
• Experience working in a global environment with an understanding of regional market differences and customer needs.
• Willingness to travel as needed for customer engagements, team meetings, and industry events.
• Experience managing critical incidents and outages, with a proven ability to coordinate cross-functional teams to resolve high-impact issues.
• Strong focus on customer satisfaction and the ability to advocate for customer needs within the organizatio