Director of Technical Support
Standard
TWST Events

New York, NY

622 3rd Ave. 34th Floor, New York, NY. 10017


Category

Technology

Job Type

Full_Time

Salary

115000USD - 165000USD per year

Posted Date

July 07, 2025


Job Description

Job Description

Job Description

The Director of Technical Support leads the Technical Support Team, overseeing daily operations, team management, and long-term planning. This person is responsible for delivering excellent client support, managing resources effectively, and driving team performance. The role works closely with Senior Management, Sales, Product, and Engineering to ensure that support operations align with broader business goals, and reports to the Chief Operating Officer for the MeetMax division.

 

Duties and Responsibilities

Technical Support Team Leadership & Oversight 

  • Lead recruitment, training, performance management, and team structure for all Technical Support staff. 
  • Supervise daily Technical Support operations, including workload distribution, shift coverage, and escalation handling. 
  • Drive team accountability through time tracking, quality metrics, and regular performance reviews. 
  • Establish and report on operational KPIs related to ticket volume, resolution times, client satisfaction, and team productivity. 
  • Create professional development paths for team members to build technical and service capabilities. 
  • Ensure the team maintains a professional, empathetic, and expert presence in all client interactions.

Support Operations & Program Management 

  • Design and refine scalable support processes and automation — including ticket triage, prioritization, escalation, and queue monitoring — in alignment with the support technology stack (e.g., ticketing systems and communication tools) to ensure SLA adherence and consistent resolution of complex issues. 
  • Develop and manage the Technical Support budget, balancing cost control with targeted investments in tools, staffing, and technology to support scalability and service quality. 
  • Develop and implement strategies for gathering customer feedback on support delivery; report regularly to senior leadership on service metrics and client satisfaction. 
  • Oversee the scoping, tracking, and invoicing of contracted support and customization services – including premium configurations and front-end modifications. Drive the rationalization of legacy client-specific customizations by defining criteria for deprecation, productization, or conversion to billable support. Partner with Engineering to identify recurring customization patterns suitable for core product development, reducing long-term reliance on front-end tailoring. 
  • Provide input on change management processes and release readiness activities, ensuring the Support team is prepared for upcoming changes and potential client impact is clearly communicated.

Cross-Functional & Client Coordination 

  • Coordinate with the Event Services Team for client onboarding implementation and technical support handoffs. 
  • Assist Sales in scoping and pricing new support services, ensuring technical feasibility. 
  • Collaborate with QA and Engineering to flag bugs, monitor issue trends, and communicate resolution timelines. 
  • Serve as the operational liaison to Marketing for ensuring support-related materials remain accurate and up-to-date.
  • Serve as the escalation point for edge-case client requirements; assess whether needs should be met via configuration, customization, or core product enhancement.

Education and Experience 

  • Minimum of 7 years of progressive experience in technical support, with at least 5 years in leadership roles, ideally in a SaaS or event technology environment. 
  • Demonstrated success scaling support operations, including SLA enforcement, ticketing systems, and performance metrics. 
  • Hands-on experience managing support workflows in a SaaS environment, with strong familiarity with client configuration models and front-end customizations.
  • Proficient with support tools such as Zendesk, Freshdesk, Jira Service Management, or equivalent platforms. 
  • Experience implementing or overseeing knowledge bases, ticketing automation, and support documentation workflows. 
  • Experience working in or alongside regulated environments (e.g., SOC 2, GDPR) is a plus.
  • Relevant certifications (e.g., ITIL, HDI, CompTIA) are not required but may be considered a plus.

 

Key Skills and Competencies 

  • Strong leadership and coaching abilities with a focus on staff development and operational excellence. 
  • Clear understanding of technical support best practices, customer lifecycle, and team performance management. 
  • Excellent written and verbal communication skills, including experience preparing reports and documentation for executive audiences. 
  • Advanced problem-solving skills, with the ability to make informed decisions and prioritize competing demands.
  • Ability to work independently, manage multiple initiatives, and lead cross-functional collaborations. 
  • Commitment to continuous improvement, data-driven decision-making, and high customer satisfaction.
Company Description
https://twstevents.com/

Company Description

https://twstevents.com/
Ad Information

371181ca1

$0.09

cpc-felonyrecordhub-standard

Standard

USD

System Information

July 17, 2025 23:47

July 19, 2025 08:44

July 19, 2025 08:44