DoseSpot is looking for a Director of Customer Support Engineering to lead and scale our global team. This leader will be responsible for resolving complex technical issues, driving customer trust, and serving as the technical voice of the customer. You will set the strategy for support engineering, scale processes, and build a high-performing team capable of troubleshooting integrations and communicating effectively with customers.
What You'll Do
- Provide leadership and coaching to develop and mentor Support Managers and their teams.
- Establish a culture of accountability, technical excellence, and customer-first thinking.
- Collaborate cross-functionally with Product, Engineering, QA, Implementation, and Customer Success to ensure seamless issue resolution and proactive customer support.
- Develop and optimize incident management, escalation protocols, and root cause analysis processes.
- Implement support metrics (SLAs, CSAT, NPS, backlog) and use data to drive performance improvements.
- Identify recurring customer issues and partner with Engineering and Product to address them at the root level.
- Serve as the escalation point for complex technical issues requiring deep product and system knowledge.
- Guide the team in troubleshooting, log analysis, API debugging, and integration support.
- Advocate for customer needs in product roadmap discussions, ensuring support feedback informs prioritization.
- Lead technical enablement programs for both the support engineering team and customer-facing teams.
- Represent the company in critical customer conversations and executive briefings.
- Develop strategies for proactive support, including health checks, monitoring, and customer education.
- Work with COO, People Ops, Vendor Management, and Finance on annual operating planning, headcount needs, and hiring strategy.
What We're Looking For
- At least 10 years in technical support or engineering roles.
- 5 years in people leadership with demonstrated success managing managers and building high-performing technical teams.
- Bachelor’s in Computer Science, Engineering, or equivalent experience.
- Proven ability to shape the strategy for global Support Engineering in partnership with senior leadership.
- Experience owning decisions on structure, tooling, operating models, budgets, headcount, and cross-functional alignment.
- A leader who thrives in ambiguous, high-stakes customer and product issue scenarios.
- Track record of converting company and product strategy into scalable support models.
- Ability to balance short-term incident resolution with long-term system and process improvements.
- Skill in setting functional strategies with long-term impact on customer retention, product adoption, and company reputation.
- Experience engaging executives and major customers on high-visibility issues.
- Strength in negotiating across Product, Engineering, QA, and Customer Success to align customer needs with business priorities.
- Ability to act as the senior escalation point and voice of the customer in roadmap discussions.
- Experience directing the activities of a global technical support team through lower management.
- Leadership that inspires teams to develop new methods and solve complex matters.
Team & Environment
You will direct the activities of a global technical support team through lower management.
Benefits & Compensation
- Remote work environment with a flexible work schedule.
- Annual company offsite.
- Generous leave package including flexible time off policy.
- 13 paid holidays, paid sick leave, and paid parental leave.
- Medical, dental, and vision insurance for you and your family.
- Company funded FSA & HSA (dependent on which medical plan you choose).
- 401(k) company match.
- One-time workspace reimbursement to help you optimize your remote workspace.
Work Mode
This is a global role operating in a remote work environment.
DoseSpot is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
