Director of Tier 3 Support Engineering

Dental Intelligence

. Lead Tier 3 Support and Support Engineering teams .

Posted 10/14/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in leading Tier 3 Support and Support Engineering teams, with a strong focus on bug triage, escalation workflows, and customer communication. Proven ability to build and scale technical support teams in a B2B SaaS environment while leveraging AI tools and metrics for continuous improvement.

Highest-signal resume keywords

7+ Years In Technical Support3+ Years In LeadershipExperience Managing ManagersHands-On Experience With JiraIntercom Experience Strongly Preferred

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Bug TriageEscalation WorkflowsBasic SQL WritingAPIs And IntegrationsData-Driven MetricsAI Tools ApplicationProduction Incident ManagementTechnical Support Team BuildingCustomer CommunicationPerformance Management

Soft Skills

Composure In High-Stakes SituationsClear CommunicationSound Judgment

Tools & Technologies

JiraIntercomZendeskSalesforce Service Cloud

Certifications & Qualifications

Bachelor's Degree Or Equivalent Work Experience

Industry Keywords

B2B SaaSSupport EngineeringTechnical SupportEscalationsCustomer Support

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Lead Tier 3 Support and Support Engineering teams
Provide real-time product expertise and resolve issues escalated beyond front-line support tiers
Investigate technical defects, reproduce and triage bugs, and partner with Engineering to resolve them
Lead, coach, and develop managers and specialists, including hiring, performance management, and career development
Build role expectations, skill ladders, and promotion paths from Tier 1 and Tier 2 into Tier 3 and Support Engineering
Own the escalation path from Tier 2 handoff through Tier 3 resolution and into Engineering
Partner with Tier 1 leadership to ensure escalations contain the right issues and information
Own resolution of high-stakes issues for Enterprise/DSO and at-risk accounts
Establish and manage on-call coverage for critical issues
Own the bug lifecycle from triage and reproduction through Jira handoff, follow-through, and customer communication
Partner with Engineering and Product to prioritize bugs based on customer impact
Lead support for practice management system integrations, payments, telephony, and AI voice
Lead Support's side of P0/P1 incidents, including triage, internal coordination, customer communication, and postincident review
Partner with Product and Engineering on go-live readiness
Turn escalation and bug data into prioritized insights for Product and Engineering
Partner with Learning & Development and Tier 1 leadership to push knowledge down support tiers
Use AI and automation, including Intercom Fin, to reduce escalation volume and speed diagnosis
Own and report on escalation metrics including escalation rate, time to resolution, escalation and bug aging, reopen rate, and CSAT on escalated cases
Report to the VP of Customer Support and work alongside the Director of Tier 1 Support Operations
Lead managers and specialists within an approximately 60-person international support organization

Requirements

What you’ll need

7+ years in technical support, support engineering, or escalations
3+ years in leadership
Experience managing managers
Track record of building and scaling technical support or support engineering teams, ideally in B2B SaaS
Hands-on experience owning bug triage and escalation workflows with Engineering, including Jira
Experience leading a support team through production incidents and outages
Experience working with outsourced or BPO support partners
Comfortable reading logs
Experience working with APIs and integrations
Basic SQL writing skills
Intercom experience strongly preferred
Zendesk or Salesforce Service Cloud experience is relevant
Experience applying AI tools to support workflows
Composure and sound judgment in complex, high-stakes customer situations
Clear, confident communication with customers, executives, and engineers
Data-driven approach to metrics and progress measurement
Bachelor's degree or equivalent work experience
Successful completion of a background check, which may include verification of education, employment history, and other credentials

Benefits

Comp & perks

Flexible Paid Time Off
10 company-wide paid holidays
Competitive Medical, Dental & vision offerings
Buy up plan options
HSA contributions matched by the company
Fully Paid Parental Leave
401K Retirement savings plan with company match up to 5.5% of your earnings
Unlimited access to personal financial advisors
Learning & Development Reimbursement program
Company paid Life, Disability & AD&D
Mental Health support programs
Cellphone & Gym membership Discounts
Corporate Sundance Passes