[Hiring] Senior Director, Global Technical Support @SymphonyAI

Role Description

The Senior Director of Global Technical Support is a senior leader responsible for operationalizing and scaling global support delivery for a complex enterprise SaaS platform. This role owns day-to-day execution of a multi-region, follow-the-sun support organization, ensuring high-quality customer outcomes, operational rigor, and continuous improvement.

This leader partners closely with Product, Engineering, Customer Success, and GTM teams to drive customer stability, reduce escalations, and improve service performance. Experience supporting retail or CPG environments is a strong preference, particularly in systems related to merchandising, supply chain, and store operations.

Qualifications

• 15+ years of experience in technical support, customer operations, or customer success within enterprise SaaS or technology organizations
• Proven experience managing global, multi-tier support teams in a follow-the-sun model
• Strong operational leadership in enterprise SaaS or cloud environments
• Demonstrated experience implementing AI/automation in support operations
• Solid understanding of ITIL-based incident and problem management
• Experience with enterprise CRM/support platforms (e.g., Microsoft Dynamics 365)
• Strong stakeholder management across Product, Engineering, Customer Success, and GTM teams
• Strong preference for experience in Retail, CPG, or supply chain technology environments

Requirements

• Execute the global customer support strategy in alignment with VP/Executive leadership
• Lead and scale a distributed support organization across AMER, EMEA, and APAC
• Drive consistent operating rhythms, team structure, and performance management across regions
• Build a strong execution culture focused on accountability, responsiveness, and customer outcomes
• Align support readiness with customer business cycles (e.g., seasonal peaks, high-volume events)
• Own operational KPIs including CSAT, response/resolution times, backlog health, and escalation handling
• Drive measurable improvements in customer satisfaction across enterprise clients
• Act as senior escalation leader for high-priority customer issues and major incidents
• Ensure consistent, high-quality support experience across customer segments
• Implement and enforce global support processes, SLAs/OLAs, and performance standards
• Lead Major Incident Management (MIM) execution, including war rooms and cross-functional coordination
• Drive root cause analysis (RCA) and ensure follow-through on corrective actions
• Partner with Engineering to reduce recurring issues and improve platform reliability
• Operationalize AI-driven support capabilities, including intelligent case triage and routing, agent-assist tools, and self-service automation
• Drive improvements in case deflection, resolution speed, and agent productivity
• Own execution and optimization of the support technology stack (e.g., CRM such as Microsoft Dynamics 365)
• Drive system enhancements to improve agent efficiency and customer visibility
• Support consolidation and standardization of tools across regions
• Integrate telemetry, diagnostics, and automated workflows into support operations
• Deliver dashboards and reporting for operational performance and customer health
• Partner with Customer Success and Services teams to ensure seamless post-sales experience
• Collaborate with Product and Engineering to prioritize fixes based on customer impact and support insights
• Provide structured feedback loops from support into product roadmap and innovation
• Align with GTM teams to support retention and expansion goals
• Manage regional budgets, headcount planning, and capacity models
• Optimize cost-to-serve while maintaining high service quality
• Support vendor/outsourcing strategies where appropriate

Company Description

SymphonyAI builds Vertical AI applications that help enterprises tackle their most complex, high-value challenges—like stopping financial crime, improving store performance, and boosting manufacturing efficiency. Trusted by more than 2,000 enterprise customers around the globe including 200 of the top financial institutions, top 25 CPGs, and many of the world’s largest grocers and industrial manufacturers, SymphonyAI delivers domain-trained applications and pre-built agents, ready to work on day one.