Sr. Director, Technical Services

mParticle by Rokt is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights and insights to action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more relevant and adaptive experiences is more important than ever. In January 2025 mParticle merged with Rokt and became mParticle by Rokt. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions, connecting 400 million customers across the world’s leading companies.

We are Rokt, a hyper-growth ecommerce leader. We enable companies to increase value by unlocking real-time relevancy in the moment that matters most, when customers are buying. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions connecting 400 million customers across the world’s leading companies. In January 2025, Rokt’s valuation increased to $3.5 billion USD, allowing us to expand rapidly across 15 countries. 

At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for a Sr. Director, Technical Services

Target total compensation ranges from $280,000 - $370,000, including a fixed annual salary of $215,000 - $262,500, an employee equity plan grant, and world-class benefits. 

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

We are seeking an experienced Sr. Director of Technical Services Engineering to lead and evolve our global Technical Services organization to meet the sophisticated needs of enterprise customers. This role combines strategic leadership with hands-on technical expertise to drive customer success and team excellence in a fast-paced, evolving environment. As we continue to expand our enterprise customer base, you will be instrumental in scaling and maturing our support capabilities to deliver world class technical services.

Key Responsibilities:

• Build, mentor and inspire a high-performing, dispersed, team of Technical Services Engineers
• Own and optimize core support processes including ticket management, incident response and escalation procedures

• Establish and monitor performance metrics across all team levels with focus on CSAT and TTR improvements
• Create data-driven feedback loops to continuously improve team performance and service delivery

• Design and implement enterprise-grade support processes and service delivery models
• Develop specialized support tiers and programs for strategic enterprise accounts
• Create scalable frameworks for handling complex, multi-stakeholder technical challenges

• Act as senior escalation manager for critical customer issues
• Collaborate with Sales, Customer Success, Professional Services, Product and Engineering teams to ensure alignment on customer outcomes

• Partner with senior leadership to develop and execute the Technical Services team vision, mission and strategy
• Lead cross-functional initiatives to improve the customer experience and team efficiency

Requirements

About you:

• 10+ years of technical experience in enterprise software or SaaS support
• 5+ years in leadership roles
• Proven track record of building and leading high-performing technical support teams
• Demonstrated success managing globally distributed teams across multiple time zones and regions
• Experience developing and implementing career frameworks and competency models
• Proven ability to drive improvements in key metrics such as CSAT and TTR
• Strong capability to influence and build collaborative relationships with teams across Engineering, Product, Customer Success and other functional areas
• Track record of successful cross-functional initiatives and organizational alignment
• Experience with Object-Oriented Programming languages (Swift, Java, Ruby, Python), SQL or APIs
• Excellence in written and verbal communication with both technical and non-technical audiences
• Demonstrated success in enterprise customer relationship management

Benefits