Director of Technical Support Engineering

GrowthLoop

. Rebuild and lead GrowthLoop’s technical support function .

Posted 11/9/2026full-timeRemote • United States, CanadaLead💰 $170,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading technical support functions, with a focus on AI-assisted systems, customer outcomes, and effective communication across teams. Proven ability to develop diagnostic tools, manage incident responses, and transform investigations into actionable knowledge.

Highest-signal resume keywords

Technical Support LeadershipAI-Enabled Support SystemsSQL TroubleshootingDiagnostic Script DevelopmentCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLAPIsTroubleshootingDiagnostic ScriptsAutomationKnowledge ManagementIncident ResponseCapacity PlanningVersion ControlData Syncs

Soft Skills

Customer JudgmentEffective CommunicationPrioritizationCollaborationProblem-Solving

Tools & Technologies

GitHubAI SystemsCloud WarehousesMarketing TechnologyKnowledge-Centered Service

Industry Keywords

Technical SupportDistributed TeamsCustomer OutcomesService LevelsCritical Incident Response

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Rebuild and lead GrowthLoop’s technical support function
Own the customer support experience from issue intake through confirmed resolution
Recruit, develop and lead technical support engineers
Build a distributed team and recommend staffing, hiring models and sustainable coverage
Build AI-assisted intake, triage, investigation and diagnostic systems
Define AI permissions, privacy controls, human approvals and escalation paths
Own intake, prioritization, investigation, escalation, resolution and customer communication
Establish L1, L2 and Engineering handoffs and define boundaries with Services and Customer Architects
Own service levels and reliable 24/7 critical incident response
Build sustainable on-call rotations and track response, resolution, SLA attainment and workload
Overhaul customer documentation and internal knowledge using GitHub-managed sources and runbooks
Turn investigations into reusable knowledge, diagnostic scripts and tools
Partner with Engineering on escalations, incident response, root-cause analysis and permanent fixes
Bring support trends into customer and product discussions
Partner on reliability, observability, diagnosability and customer self-service

Requirements

What you’ll need

Proven record of building or transforming technical support, hiring and coaching distributed technical support engineers, and owning customer outcomes end to end while staying active in investigations
Hands-on troubleshooting across SQL, APIs, authentication, schemas, data syncs and exports
Experience building diagnostic scripts, tools or automation that improved support
Experience designing and evaluating AI-enabled support systems, including grounded answers, permissions, failure analysis and human handoffs
Experience turning investigations into reliable, version-controlled knowledge and runbooks, with clear review and publishing ownership
Strong customer judgment under pressure; ability to prioritize using customer impact, severity and contractual commitments
Ability to communicate uncertainty honestly, set clear expectations and work across teams to resolve stalled issues
Strong judgment in capacity planning, comparable benchmarking and support economics
Effective partnership with Engineering, Product and customer-facing teams
Nice to have: experience supporting enterprise data platforms, cloud warehouses or marketing technology, including audience activation and destination integrations
Nice to have: experience scaling an India-based technical team, implementing Knowledge-Centered Service or safely expanding an internal AI assistant into customer-facing support

Benefits

Comp & perks

Remote-first culture
Flexible, goal-based work style
Flexible time off
Monthly company-wide Recharge Days
Annual home office stipend
100% company-paid medical coverage for individual employees with strong dependent contributions, including dental and vision coverage
Full employer-paid health, dental, vision, life, and disability coverage for Canadian employees
401(k) or RRSP (Canada) program with generous company match
Quarterly Hackathons
Annual professional development stipend
Work directly with a world-class executive team
Learners’ mindset culture
Equity
Additional opportunities for variable compensation