Director, Technical Support

The Director of Technical Support will oversee the operational success of ICytes SaaS platform by leading teams responsible for IntegriChains Contracts & Pricing systems. This role will serve as the bridge between Product Engineering and Customer Success ensuring customers receive seamless delivery adoption and value from ICytes solutions. The ideal candidate is a strategic operator with strong technical aptitude proven experience scaling SaaS operations and a passion for customer success. 

What this role entails:    

Team & Support Management 

• Lead and manage the full Technical Support team including workload assignment via the teams ticketing system. 
• Act as an escalation point for complex and unresolved application issues. 
• Provide training and mentorship to Tier 1 and Tier 2 support team members and serve as backup as needed. 
• Ensure timely and effective resolution of customer inquiries within defined SLAs. 
• Collaborate cross-functionally with Support Engineers Product and Engineering to resolve escalated tickets. 
• Maintain documentation of resolutions internal procedures and contribute to the Support Knowledge Base. 
• Identify and implement process improvements across support workflows. 

Product Ownership & Execution 

• Maintain expert knowledge of IntegriChains core Contracts & Pricing systems. 
• Manage a team of technical analysts accountable for product module roadmaps and sprint deliverables. 
• Own advanced modeling and pricing estimation for new customers. 
• Drive execution of cross-functional Release Readiness activities across Sales Marketing Implementation and Customer Engagement teams. 
• Ensure successful on-time on-budget on-scope product delivery in coordination with on-shore and off-shore Agile development teams. 

Product Strategy & Roadmap Development 

• Translate market problems and customer pain points into well-defined and prioritized product enhancements modules and epics. 
• Proactively engage with customers and prospects to identify gaps and inform roadmap planning. 
• Lead stakeholder interviews product councils advisory boards and surveys to validate market needs. 
• Contribute to the product portfolio roadmap and IntegriChain Marketing Ecosystem ensuring alignment with forecast support strategy and resourcing plans. 

Internal & External Communication 

• Communicate product roadmap prioritization and operational readiness plans to internal and external stakeholders. 
• Establish and report on key performance indicators (KPIs) for product releases. 
• Work across business and technical teams to drive understanding of system issues product enhancements and go-to-market readiness. 

Key Responsibilities: 

• Lead by Example in Troubleshooting: Actively participate in the diagnosis and resolution of high-priority complex technical issues escalated by the support team. Be directly involved in debugging system analysis and troubleshooting across different product components. Familiarity with incident management frameworks like ITIL or TechOps practices. 
• Hands-On Incident Management: Oversee critical technical incidents from start to finish. Lead real-time escalations managing support engineers during major incidents and contributing technical expertise in root cause analysis (RCA) to minimize downtime and recurrence. Strong ability to analyze data from support systems customer reports and system logs to identify performance bottlenecks recurring issues and opportunities for automation or process improvements. 
• Automation Development: Design and implement automation scripts and tools to improve support workflows. Develop custom diagnostic tools automated troubleshooting scripts or integrations with monitoring platforms. 
• Optimize Technical Support Tools: Evaluate integrate and continuously improve support tools like Jira Service Desk Zendesk PagerDuty and monitoring systems. Customize the tech stack to enhance incident tracking automation and reporting. Develop internal tools to improve ticket management and incident handling. 
• System Performance Monitoring: Directly engage in the monitoring of system health performance and infrastructure. Work closely with operations and engineering teams to create proactive alerting mechanisms for potential issues in production environments (e.g. cloud infrastructure databases application performance). 
• Cross-Team Collaboration: Partner with Product & Engineering and Business teams to understand system architecture anticipate issues and develop proactive technical solutions. Work on CI/CD pipelines to ensure that technical support is aligned with product releases and updates. 
• Support Knowledgebase Development: Develop and maintain a hands-on technically rich support knowledge base that helps both internal teams and customers quickly resolve issues. Create detailed troubleshooting guides technical FAQs and troubleshooting checklists for engineers. 
• Code Reviews & Bug Fixes: Participate in code reviews with engineering teams particularly for customer-reported issues. Where appropriate contribute to bug fixes performance improvements or feature enhancements that improve product stability and reduce the volume of support tickets. 
• Escalation and Triage: Directly manage the escalation process for complex technical issues. Work with senior engineers and cross-functional teams to ensure proper triage reproduction and resolution of technical challenges. Develop and refine escalation procedures for seamless issue resolution. 
• Technical Documentation & Reporting: Author and oversee the creation of detailed technical incident reports performance analytics and system audit documentation. Use data from support tickets monitoring tools and system logs to identify trends weaknesses and opportunities for process improvement. 
• Customer & Technical Advocacy: Act as a technical advocate for customers ensuring that issues are not only resolved but that root causes are addressed. Collaborate with the Product team to identify areas where customer feedback directly influences technical improvements. 
• Security and Compliance Expertise: Support the security and compliance aspects of technical support operations. Ensure that support processes meet industry standards (e.g. SOC 2 GDPR HIPAA) and that customer data is handled securely. 

Qualifications :

Qualifications: 

• Advanced Technical Skills: Strong proficiency in troubleshooting across a variety of systems including cloud platforms (AWS Azure GCP) on-premise hardware networking (TCP/IP DNS VPN) and software. Hands-on experience resolving issues across full-stack applications databases/platforms (Oracle mySQL Postgres Snowflake) microservices and MFT GoAnywhere. 
• Deep Experience with Support Tools: Expertise in administering and customizing technical support tools such as Jira Service Desk ServiceNow PagerDuty or Zendesk. Ability to script integrations or automations between systems (e.g. using Python Bash or REST APIs). 
• Hands-On Programming: Programming knowledge in languages like Python SQL with a focus on automating processes diagnosing bugs and developing tools for both internal teams and customers. Ability to develop custom scripts for support scenarios. 
• Proficiency in Monitoring & Alerting Tools: Hands-on experience with application and infrastructure monitoring tools. Ability to set up monitoring and alerting for proactive issue resolution and optimization. 

Preferred Skills: 

• Experience in Enterprise SaaS or Cloud Products: Strong familiarity with supporting enterprise-level cloud platforms SaaS applications or highly complex technical products. 
• Performance Tuning: Experience in performance tuning for databases APIs and large-scale distributed systems to prevent customer-impacting slowdowns and outages. 
• Leadership in Technical Environments: Proven leadership in a technical environment ideally with a mix of hands-on engineering experience and team management skills. 

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Additional Information :

What does IntegriChain have to offer

Mission driven: Work with the purpose of helping to improve patients lives! 

• Excellent and affordable medical benefits non-medical perks including Student Loan Reimbursement Flexible Paid Time Off and Paid Parental Leave
• 401(k) Plan with a Company Match to prepare for your future
• Robust Learning & Development opportunities including over 700 development courses free to all employees

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment selection and employment without regard to race color religion national origin ethnicity age sex marital status physical or mental disability gender identity sexual orientation veteran or military status or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion and an environment free from discrimination harassment and retaliation.

Our policy on visa sponsorship for US based positions: Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by IntegriChain.

Remote Work :

Yes

Employment Type :

Full-time