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Director of Software Technical Support

  • Location: San Francisco, California
  • Type: Direct Hire
  • Job #2311

Our partner is a fast-growing global software company that enables global life science companies to achieve new levels of efficiency and productivity. They are looking to hire a Director of Customer Technical Support (remote + 10% to 25% travel).

In this role you will be responsible to define, standardize, and deploy the Software Technical Support processes, drive performance management, and ensure operational continuity. Activities include documenting standard support workflows and escalation criteria for Critical Incident Management, conducting regular operating reviews with CTS L1 – 2 team members, and continually seeking ways to improve the process for our Life Science customers. Typical customers operate globally across multiple continents.

The ideal candidate works well under pressure, communicate effectively, understand software coding, work independently and collaborative, are strategic thinkers, focus on process improvement, are emotionally intelligent, and know how to problem solve.

What You’ll Do:

  • Define, standardize, and deploy the Software Technical Support processes
  • Work with global customer service centers, lead Customer Technical Support (level 1 and 2) team members, product owners, and software R&D team to create and maintain associated documentations, process flows, and procedures
  • Drive performance management and continuous improvement for greater overall efficiency
  • Ensure operational continuity through support monetization, analyze tools, practices, and develop recommendations for process and tool standardization
  • Oversee implementation, monitor success and effectiveness as changes occur
  • Continually seek ways to improve the process through regular engagement with stakeholder groups and customers, and develop strategies for addressing issues, enhancing service levels, and process improvement, design, and re-design

What You'll Bring:

  • Bachelor’s Degree in a relevant field of study
  • Minimum 10 years' relevant experience
  • 2+ years’ experience leading, managing, and managing teams of 5 or more
  • Proficient in software coding language (ie: .Net. C#, Java)
  • Experience interfacing with all levels of IT professionals and digital leadership team
  • Ability to communicate effectively with both business and technical stakeholders
  • Demonstrated proficiency in meeting facilitation
  • Strong organizational and analytical skills, with proven ability to prioritize while managing tasks and documenting required information
  • Excellent interpersonal relationship building and teamwork skills
  • Proficient communication (English oral and written) and presentation skills
  • Demonstrated ability to work under pressure and meet deadlines
  • Ability to critically assess information for relevance, accuracy, and feasibility
  • Strong influencing skills to get buy-in and drive change globally, across multiple functions, and with senior leaders

Travel:

  • 10% – 25% travel domestically and – for some projects – overseas

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