Customer.io

Senior Director, Technical Support

Customer.io

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $200,000 - $220,000 per year

Job Level

Senior

About the role

  • Own day-to-day support performance — SLA, resolution time, and customer satisfaction — and the systems, processes, and people that drive those outcomes.
  • Design and deploy AI-driven workflows, automation, and tooling that scale Technical Support efficiently, reducing ticket volume and resolution time without simply adding headcount.
  • Build scalable support systems — smart routing, prioritization frameworks, escalation paths, self-service programs, and deflection strategies.
  • Operate as a true partner to Engineering and Product — driving root cause analysis on recurring issues, participating in incident response, and translating customer pain into actionable product feedback that influences the roadmap.
  • Step directly into high-severity and high-impact escalations when needed, building trust with technical stakeholders on the customer side.
  • Lead and develop a team of managers and senior ICs, coaching them through complexity and keeping the bar high on technical quality.
  • Partner with Customer Success and Sales on critical accounts where support plays a key role in retention or expansion.

Requirements

  • 10+ years in Technical Support or related technical customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director).
  • Deep technical fluency — comfortable understanding and debugging APIs, integrations, data flows, event pipelines, and customer architectures.
  • Hands-on experience with AI and automation in a support context — ticket triage, automated resolution workflows, tooling and integrations — not just familiarity, but a track record of building.
  • Proven ability to scale a technical support function efficiently, with a mindset of 'how do we improve quality and speed without simply adding more people?'.
  • Strong track record of cross-functional partnership with Engineering and Product teams — influencing the roadmap through data-driven customer insights, not just escalations.
  • Experience building and managing escalation frameworks, incident response processes, and self-service programs that improve customer confidence at scale.
  • Strong operational acumen — able to bring structure, metrics, and playbooks without slowing down execution.
  • A builder and coach who develops strong technical leaders, stays close to the work, and leads with credibility.
Benefits
  • 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
  • 16 weeks paid parental leave
  • unlimited PTO
  • stipends for remote work and wellness
  • a professional development budget
Applicant Tracking System Keywords

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

Hard Skills & Tools
AI-driven workflowsautomationticket triageAPIsintegrationsdata flowsevent pipelinesescalation frameworksincident response processesself-service programs
Soft Skills
leadershipcoachingcross-functional partnershipoperational acumencustomer satisfactiontrust buildingdata-driven insightsproblem-solvingcommunicationinfluencing