Director of Technical Support

• Develop and execute technical support strategy aligned with business objectives and customer needs
• Define and track key support metrics including SLAs, CSAT, NPS, first response time, resolution time, and ticket volume trends
• Implement and optimize support tools, processes, and workflows to improve efficiency and customer satisfaction
• Establish escalation procedures and manage critical customer issues to ensure timely resolution
• Lead forecasting to ensure appropriate staffing levels and coverage across time zones
• Drive automation and self-service initiatives to improve scalability and reduce support burden

• Serve as executive escalation point for high-priority customer issues and key account relationships
• Analyze support trends and customer feedback to identify product improvements and training needs
• Establish quality assurance processes including ticket audits, call monitoring, and performance reviews
• Develop and maintain knowledge base articles, documentation, and training materials
• Champion continuous improvement initiatives based on customer insights and support analytics
• Implement AI based solutions to improve response times, efficiency, and customer experience

• Partner with Engineering, Operations, and SRE teams to communicate customer issues, influence product roadmap, and improve system reliability
• Collaborate with Customer Success teams to ensure seamless customer onboarding and support handoffs
• Work with Product Management to provide customer feedback and insights that inform feature development
• Participate in incident response coordination for major outages, working closely with SRE and Operations teams
• Build and maintain strong relationships with stakeholders across the organization

• Evaluate, implement, and manage support platforms and tools (ticketing systems, live chat, knowledge bases, etc.)
• Leverage SQL and data analytics to generate insights, reports, and dashboards for leadership
• Maintain working knowledge of Carlton One's technology stack including AWS, Kubernetes, and enterprise software platforms
• Stay current with industry trends, emerging technologies, and support best practices

• Bachelor’s degree in computer science, Information Technology, or related field
• 8-10+ years of experience in technical support, with at least 4+ years in a leadership or management role
• Proven track record of building, scaling, and leading high-performing technical support teams
• Experience defining and tracking support KPIs (SLA, CSAT, NPS, MTTR, first contact resolution, etc.)
• Experience with support platforms such asDevRev, Freshdesk, Salesforce Service Cloud, or Zendesk
• Deep understanding of enterprise SaaS platforms, cloud technologies (AWS, Kubernetes), and web application architecture
• Strong technical aptitude with working knowledge of SQL, APIs, HTTP, and troubleshooting methodologies
• Excellent analytical and problem-solving skills with a data-driven approach to decision making
• Outstanding written and verbal communication skills with ability to convey technical concepts to diverse audiences
• Demonstrated ability to manage escalations, crisis situations, and high-stakes customer relationships
• Strong stakeholder management and cross-functional collaboration capabilities
• Strategic thinker with operational excellence mindset and focus on continuous improvement
• Proven ability to thrive in a fast-paced, entrepreneurial, rapid growth environment

Nice to Have:

• Experience with global support operations and managing distributed teams is an asset
• Familiarity with ITIL framework or other support methodology certifications
• Knowledge of monitoring and observability tools (Datadog, Grafana, CloudWatch)
• Experience with Infrastructure-as-Code practices (Terraform, CloudFormation)
• Understanding of CI/CD pipelines and DevOps practices
• Proficiency in scripting languages (Python, Bash) for automation and data analysis
• AWS certifications or cloud platform knowledge (Azure, GCP)
• Experience in the employee recognition, loyalty, or SaaS rewards industry
• Experience implementing AI solutions for customer support

Here are some additional perks that we provide:

• Competitive salary and benefits package.
• Health, dental, and vision coverage.
• 3 weeks’ vacation plus personal days.
• Access to our employee benefits portal for exclusive discounts.
• Monthly company-wide events, celebrations, and team activities.
• Bravo reward points program for recognition and appreciation.
• Convenient office location close to public transit.

If this great opportunity looks rewarding to you, let’s connect.

Our online application will give you the option to apply to this role directly.

The target hiring range for this position is $120,000 to $135,000.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

Vacancy status: This posting represents an active vacancy for which we are currently hiring.

AI Disclosure: Artificial Intelligence (AI) may be used in the hiring process for this role.

We value diversity and inclusion and encourage all qualified people to apply.

If we can make this easier through accommodation in the recruitment process, or if you need assistance to accommodate a disability, please contact us with the “Help” button in the application.

We will review applications, with priority given to those who have completed the assessment, and look forward to hearing from you.