Director, Technical Support

CORE RESPONSIBILITIES 

• Technical Support Leadership & Strategy 

• Define and execute the global technical support strategy to ensure outstanding customer experience and alignment with BlueCrest service objectives. 

• Lead, coach, and develop Technical Support teams to maintain high levels of performance, technical expertise, and customer satisfaction. 

• Monitor and analyze support trends, service KPIs, and operational performance to identify improvements and drive continuous optimization. 

 

• Escalation & Issue Resolution Management 

• Oversee management of high‑priority customer technical escalations, ensuring timely resolution and clear communication to stakeholders.  

• Establish and enforce escalation protocols, identifying systemic issues and partnering with cross-functional teams to prevent recurrence. 

• CrossFunctional Collaboration & Product Readiness 

• Partner closely with Engineering, Product Management, Field Service, and Quality teams to provide feedback on product performance, reliability, and customer-impact issues. 

• Contribute to product release readiness by ensuring support teams are trained, equipped, and aligned ahead of new launches or updates. 

• Customer Advocacy & Experience Enhancement 

• Serve as the voice of the customer within BlueCrest, ensuring customer insights influence product design, service decisions, and long-term strategy. 

• Champion initiatives that enhance the customer experience, such as self-service tools, knowledge bases, training content, and digital support channels. 

• Operational Excellence & Process Management 

• Establish and maintain support processes, documentation standards, and service workflows that maximize efficiency and consistency. 

• Leverage data, analytics, and reporting to drive informed decision-making and maintain executive visibility into support operations. 

• Budgeting, Planning, and Resource Management 

• Oversee resource planning, staffing strategies, and workforce development to meet service and performance goals. 

• Evaluate and implement technologies, tools, and platforms that increase the scalability and effectiveness of Technical Support. 

 

KEY RELATIONSHIPS 

• Manager: Align on service strategy, organizational priorities, resource planning, and escalations requiring executive visibility. 

• Engineering & Product Management: Collaborate on escalation resolution, defect prioritization, product improvements, and future product planning. 

• Field Service & Customer Service Teams: Coordinate on customer issues, field escalations, service readiness, and end-to-end support delivery. 

• Quality & Reliability Teams: Share trends, failure data, and customer feedback to drive product quality improvements. 

• Sales & Account Management: Partner on major customer accounts, high-visibility escalations, and ser