Director, Technical Support

Are you ready to own something big? Automox is turning IT admins into IT heroes by replacing traditional tools with our award winning cloud-native endpoint management platform. Our product works autonomously and so do our teams. We value a ‘one team’ mentality where everyone’s unique skills contribute to an environment that encourages collaboration and ownership. At Automox you’re enabled to do your best work, grow your career, and have an impact that will be noticeable. WE ARE A_TOMOX… all that’s missing is U!

Automox empowers IT professionals by automating and simplifying device management, ensuring that devices are secure, compliant, and up-to-date. With an aggressive growth trajectory and a commitment to innovation, we seek a hands-on, forward-thinking leader to transform our global support operations.

Shared Values

• Customer-Focused: We put our customers first and are committed to their success.
• One Team: We hold ourselves accountable and support one another.
• Tenacious: We finish strong and strive for continuous improvement.
• Nimble: We move fast, embrace change, and adapt quickly.

Overview

We seek an experienced and dynamic Director of Technical Support to lead and transform Automox’s global support team. This role is responsible for building a scalable, world-class support organization by leveraging innovative techniques, tools, and processes. The successful candidate will possess deep technical expertise, a passion for customer experience, and the ability to foster strong partnerships across MSPs, Professional Services, and Engineering.

As the support team leader, you will be tasked with reshaping the existing model into one that is scalable, cost-effective, and delivers exceptional customer service. You will guide the team through a transformation that includes offshoring frontline support and potentially integrating backline support with Engineering, ensuring we meet the evolving needs of the business while maintaining best-in-class service.

Key Responsibilities

• Lead and Transform the Support Organization: Drive the support team's overall vision and execution, focusing on building a scalable, high-performance model. 
• Hands-On Leadership: Provide day-to-day leadership for a team of frontline and backline support engineers. Mentor and develop the support team, ensuring preparation for future growth and success.
• Innovative Approaches: Leverage modern tools, techniques, and processes to improve support efficiency and customer satisfaction. Continuously innovate to stay ahead of industry standards and competitors.
• Strategic Collaboration: Partner closely with internal stakeholders, including Engineering, Product, MSPs, and Professional Services, to ensure the support team is aligned with business goals and product evolution.
• Drive KPIs and Metrics: Establish, track, and report on critical performance metrics, ensuring the support team meets or exceeds SLAs, customer satisfaction, and response times.
• Lead Change Management: Be a champion for change, effectively guiding the support team through periods of transformation and ensuring buy-in at all levels.
• Customer Advocacy: Within Automox, we act as a voice for the customer, ensuring that our users' needs and feedback are heard and acted upon.

Requirements

• Proven Leadership Experience: 7+ years leading a technical support team in a fast-paced, customer-focused SaaS environment.
• Technical Expertise: Strong hands-on technical knowledge in IT operations, systems management, or cybersecurity solutions is desired. Familiarity with SaaS tools and infrastructure is also highly desired.
• Collaboration Skills: Proven ability to collaborate across departments (Engineering, Product, MSPs, Professional Services) to align goals and ensure seamless customer support.
• Innovative Mindset: Passion for implementing new tools, technologies, and support strategies that drive efficiency and elevate the customer experience.
• Metrics-Driven: Experience establishing, monitoring, and reporting on support KPIs and a commitment to continuous improvement based on data.
• Exceptional Communication: Strong ability to communicate complex technical concepts to both technical and non-technical audiences, along with excellent stakeholder management skills.
• Off-shoring / Out-sourcing:  Experience offshoring or managing outsourced frontline support resources (via a hybrid model) while ensuring seamless service delivery.
• Leadership in Scaling Teams: Proven ability to transform into a high-performing team by fostering a culture of excellence, driving continuous improvement, and empowering team members to achieve outstanding results while scaling a global support operation while balancing cost management and exceptional customer service delivery. 

Preferred Qualifications

• Experience working with managed service providers (MSPs) or in professional services.
• Familiarity with IT automation, device management, or cybersecurity products.
• Experience with customer support tools like Zendesk, Gainsight, or similar platforms.

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