Director of Customer Support

We’re looking for a highly technical, customer-obsessed Director of Customer Support to lead and scale our support function at a high-growth, high-impact data startup. You will build and mentor a team of world-class Technical Support Engineers and be responsible for delivering an exceptional support experience to our enterprise customers.

Our ideal candidate thrives in fast-paced environments, gets energized by solving complex technical challenges, and is passionate about building systems, processes, and teams from the ground up. You will partner closely with Engineering, Product, and Customer Success to ensure a high-quality customer experience across the board.

You Will (Optional)

• Lead, hire, and develop a global support team across time zones to ensure consistent, high-quality support delivery.
• Define and implement scalable support processes and SLAs to meet the needs of enterprise and developer customers.
• Serve as an escalation point for complex technical issues—diving deep into cloud data platforms, distributed systems, and integration pipelines when needed.
• Monitor and report on key support metrics such as CSAT, time to resolution, ticket deflection, and backlog.
• Collaborate with Product and Engineering to drive resolution for product issues and influence product roadmap based on customer feedback.
• Own the technical enablement of your team—ensuring team members stay current with evolving technology stacks, including tools like Spark, Databricks, Snowflake, and others in the modern data ecosystem.
  Champion a customer-first culture and act as a voice of the customer within the organization.
• Develop internal tools, documentation, and playbooks to drive operational efficiency and self-service support.

Ideally You Would Have (Requirements)

• 8-10+ years of experience in technical support, including 4+ years in a leadership or management role.
• Strong technical background—comfortable troubleshooting issues related to cloud platforms, data pipelines, APIs, or distributed systems.
• Experience supporting enterprise customers and working with engineers, data teams, or platform users.
• Familiarity with modern data and cloud technologies such as Apache Spark, Databricks, Snowflake, SQL, Kubernetes, AWS, Azure, or GCP.
  Proven ability to hire, mentor, and scale technical support teams in high-growth environments.
• Strong communication and collaboration skills; able to interface effectively with customers, engineers, and executives.
• Experience working in a startup or fast-paced SaaS company preferred.

Benefits and Perks 

• Prophecy covers 99% of employee health insurance and 75% for dependents
• Competitive compensation
• We offer $200 per month towards wellness, gyms, massages, facials, and more!
• Celebrate your birthday and anniversary with a day off!
• Flexible PTO
• Prophecy provides employees with a $500 professional development reimbursement every year
• Company sponsored Long Term Disability and Life Insurance
• FSA/HSA
• Ability to have your fingerprint on an innovative platform
• End-to-end ownership of your projects
• And more!