Director of Technical Success

At Broccoli were building AI teammates for the people who build and maintain our world.

We partner with plumbing HVAC and electrical contractors the hardworking businesses that keep homes and communities running and replace fragmented software and repetitive manual work with AI that actually gets the job done.

Our AI teammates answer phones book appointments follow up with customers recover missed revenue and help contractors deliver exceptional customer experiences all while integrating seamlessly with platforms like ServiceTitan.

Before we wrote a single line of code we visited more than 140 contractors to understand how these businesses truly operate. That firsthand experience shaped everything weve built.

Today:

• Hundreds of contractors rely on Broccoli every day.

• Weve grown to $15M ARR in under two years.

• Were trusted by everyone from independent contractors to some of the largest private equity backed operators in the home services industry.

• Were backed by Khosla Ventures and Y Combinator.

Were still just getting started.

Were hiring a Technical Success Director to lead and scale Broccolis Technical Success function.

Technical Success sits at the intersection of our customers our product and our Engineering team. As the leader of this function youll make sure complex customer problems dont get lost between teams. Youll build a team that can deeply understand technical issues represent the customers needs to Engineering and translate technical solutions back into clear outcomes for the customer.

Youll serve as the bridge between customers and Engineering bringing customer context business impact and technical detail together to ensure were solving the right problems and solving them well.

At the same time youll build the people processes and systems that allow Technical Success to scale alongside Broccoli. Youll lead a highly technical team establish how we handle support escalations define SLAs and ticket flows develop strong partnerships with Engineering and Product and continuously turn what we learn from customers into better products and better experiences.

This is a hands-on leadership role for someone who enjoys solving complex problems developing people building systems and operating at the intersection of customer experience and technology.

• Lead coach and develop the AI Tech Support team creating a culture of ownership technical excellence and customer obsession

• Set clear expectations goals and performance standards for the team

• Hire and scale the team as Broccolis customer base and technical needs grow

• Develop technical expertise across the team through coaching training documentation and hands-on problem solving

• Create an environment where team members are empowered to investigate problems make decisions and own issues through resolution

• Maintain a strong partnership between Technical Success and Customer Success

• Maintain a high bar for both technical quality and customer experience

• Serve as the primary bridge between customer-facing teams and Engineering for complex technical issues

• Ensure customer problems are deeply understood accurately diagnosed and translated into clear actionable solutions

• Bring the customers business context impact urgency and desired outcome to Engineering not just the symptoms of a technical issue

• Partner with Engineering to triage investigate prioritize and resolve customer-impacting issues

• Establish clear escalation standards so Engineering receives high-quality actionable issues rather than incomplete or ambiguous escalations

• Represent the customers perspective in technical discussions while translating technical complexity back into clear answers for customers and Customer Success

• Own the communication loop throughout an escalation ensuring customers and internal teams always understand what is happening what is known and what comes next

• Identify patterns across customer issues and partner with Engineering and Product to address root causes rather than repeatedly solving the same problem

• Build trust between Technical Success and Engineering so both teams see each other as partners in solving customer problems

• Define and execute the strategy priorities and operating model for Technical Success

• Establish scalable processes for technical support troubleshooting escalation incident management and issue resolution

• Develop and monitor key metrics around response times resolution times quality customer impact escalations and team performance

• Build the documentation troubleshooting guides playbooks and internal resources needed to scale technical expertise

• Identify opportunities to automate simplify or eliminate repetitive technical work

• Establish processes that turn customer issues and technical learnings into improvements across Product Engineering and Customer Success

• Continuously evaluate how Technical Success should evolve as Broccolis product technology and customer base grow

• 8-12 years of experience in technical support technical account management solutions engineering implementation customer success or a similar customer-facing technical role

• 4 years leading and developing technical teams including experience building or materially redesigning a support or technical-success operating model

• Experience supporting a mission-critical integration-heavy SaaS product where customer issues may require rapid coordination across Support Engineering and Product

• Demonstrated experience establishing escalation frameworks SLAs ticket routing quality programs incident processes and durable Engineering and Product feedback loops

• Experience partnering with Engineering and Product to investigate customer-impacting issues translate technical complexity clearly and drive resolution.

• Strong ability to translate between technical and non-technical audiences and communicate complex problems clearly

• Experience partnering closely with Engineering or Product to investigate and resolve customer-impacting issues

• Excellent judgment and ownership when navigating ambiguous high-impact or time-sensitive problems

• A track record of building or improving processes systems and teams in a fast-moving environment

• A customer-first mindset with the ability to balance speed quality and technical rigor

• Comfortable operating at both the strategic and tactical levelyou can build the strategy while still jumping into a difficult escalation when needed

• Experience leading Technical Success Technical Support Support Engineering Technical Account Management or a similar function in a startup environment

• Experience with AI conversational AI voice communications or workflow automation products

• Experience supporting integrations with platforms such as ServiceTitan CRMs ticketing systems or other business-critical software

• Experience supporting mid-market or enterprise customers

• Experience working in a high-growth startup environment

• Experience influencing Product and Engineering roadmaps through customer feedback and technical insights

• Location: Lehi Utah

• In-office: Hybrid

• Team fit: Were looking for a technical leader who is excited about AI cares deeply about customers and their teams thrives in a fast-moving startup environment and wants to build a Technical Success function that can grow with Broccoli.

Required Experience:

Director