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Director, Technical Experience (Support) at Jobgether. This position is posted by Jobgether on behalf of Intradiem. We are currently looking for a Director, Technical Experience (Support) in United States.. We are seeking a strategic and operational leader to drive exceptional Technical Experience for a global SaaS platform. This role blends incident management expertise, people leadership, and cross-functional collaboration to elevate support quality and customer satisfaction. You will define and execute support strategy, optimize processes and tooling, mentor high-performing teams, and act as a key escalation point for critical issues. The position offers the opportunity to influence company objectives, scale global support operations, and enhance customer outcomes in a dynamic and collaborative environment.. Accountabilities:. . Define and execute a multi-year roadmap for 24×7 global support aligned with business objectives.. . Establish, track, and continuously improve KPIs for incident management, customer effort, and CSAT/NPS.. . Recruit, mentor, and retain top Technical Support Engineers, fostering a high-performance, growth-oriented culture.. . Serve as the senior escalation point for critical technical issues, ensuring timely resolution and clear stakeholder communication.. . Advance ITSM practices, automation, and self-service capabilities to reduce time-to-resolution and customer effort.. . Collaborate with Product, Engineering, and Customer Experience teams to influence roadmap and close feedback loops.. . Optimize internal and outsourced resourcing models while managing budgets and service-level commitments.. . Stay abreast of industry trends, emerging technologies, and best practices to maintain competitive support operations.. . . Bachelor’s in Computer Science, Engineering, or related field (Master’s or ITIL certifications preferred).. . 12+ years of experience in Technical Support or SaaS environments, with 5+ years leading large, cross-functional teams.. . Proven track record in strategic planning, KPI-driven decision making, and process innovation.. . Expertise with contact center technologies (ACD, WFM, LMS) and complex third-party integrations; networking knowledge a plus.. . Exceptional communication and stakeholder-management skills with ability to influence at all organizational levels.. . Demonstrated ability to build, coach, and scale geographically distributed, high-performing teams.. . Experience driving operational efficiency and improving customer satisfaction through process and tooling enhancements.. . Company Location: United States.