Director, Technical Support

ClickUp

Director of Technical Support at ClickUp, leading AI-driven customer support initiatives and global teams for enhanced user experience. Demonstrating deep technical expertise and strategic leadership in SaaS environment.

Posted 6/11/2026full-timeRemote • 🇺🇸 United StatesLead💰 $180,000 - $215,000 per yearWebsite

About the role

Key responsibilities & impact

Own end-to-end strategy, execution, and outcomes for ClickUp's technical support experience.
Lead, mentor, and scale a high-performing global team of technical support managers and representatives.
Establish and drive KPIs that measure resolution quality, speed, customer satisfaction, and team health.
Set the bar for technical depth, ensuring the team can diagnose and resolve the most complex product issues with precision.
Serve as the primary bridge between Support and Product/Engineering, ensuring customer pain points translate into product improvements.
Collaborate closely with Engineering on bug triage, escalation workflows, incident response, and root cause analysis.
Represent the voice of the customer in product and engineering forums, influencing roadmap priorities with data-driven insights.
Drive a forward-looking strategy that leverages AI to scale technical support quality and efficiency without sacrificing the human touch.
Design and optimize escalation paths, on-call processes, and incident management workflows.

Requirements

What you’ll need

8+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies.
Proven track record of building and scaling high-performing global technical support teams.
Deep experience partnering with Product and Engineering organizations to drive customer outcomes and product quality.
AI-native mindset with demonstrated success using AI tools and automation to scale operations and improve quality.
Strong technical acumen: able to engage credibly on product architecture, integrations, APIs, and complex troubleshooting.
Data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable.
Excellent communication skills with the ability to influence senior stakeholders across GTM and EPD.
Strategic thinker who can zoom out to set direction and zoom in to solve problems when needed.
Passion for building exceptional customer experiences and developing talent.

Benefits

Comp & perks

Equity
401k
Health, Dental, and Vision insurance
Spending accounts
Life & Disability
Paid parental leave
Flexible paid time off
Enhanced employee assistance program
Employee wellness stipend
Professional development stipend

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportsupport engineeringcustomer experience leadershipAI toolsautomationproduct architectureintegrationsAPIstroubleshootingKPI measurement

Soft Skills

leadershipmentoringcommunicationstrategic thinkingdata-driven decision makinginfluencingproblem solvingcustomer experience focusteam accountabilitycollaboration