IntegriChain

Director, Technical Support

IntegriChain

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Job Level

Lead

Tech Stack

AWSAzureCloudDistributed SystemsDNSGoogle Cloud PlatformMicroservicesMySQLOraclePostgresPythonServiceNowSQLTCP/IP

About the role

  • Lead and manage the full Technical Support team, including workload assignment and mentorship
  • Act as escalation point for complex and unresolved application issues and participate in troubleshooting and debugging
  • Ensure timely and effective resolution of customer inquiries within defined SLAs and maintain Support Knowledge Base
  • Collaborate cross-functionally with Product, Engineering, Customer Success, and Support Engineers to resolve escalated tickets
  • Maintain expert knowledge of IntegriChain’s Contracts & Pricing systems and manage technical analysts responsible for roadmaps and sprints
  • Own advanced modeling and pricing estimation for new customers and drive cross-functional Release Readiness activities
  • Ensure successful on-time, on-budget, on-scope product delivery with on-shore and off-shore Agile teams
  • Translate customer pain points into prioritized product enhancements and lead stakeholder interviews and product councils
  • Oversee critical technical incidents, lead real-time escalations, perform root cause analysis, and author incident reports
  • Design and implement automation scripts and diagnostic tools to improve support workflows and integrate/support tools like PagerDuty and Zendesk
  • Monitor system health and performance, work with operations and engineering on proactive alerting, and contribute to security and compliance (SOC 2, GDPR, HIPAA)

Requirements

  • Strong proficiency in troubleshooting cloud platforms (AWS, Azure, GCP), on-premise hardware, networking (TCP/IP, DNS, VPN), and full-stack applications
  • Hands-on experience with databases/platforms (Oracle, mySQL, Postgres, Snowflake), microservices, and MFT GoAnywhere
  • Expertise administering and customizing technical support tools (Jira Service Desk, ServiceNow, PagerDuty, Zendesk)
  • Ability to script integrations or automations between systems (Python, Bash, REST APIs)
  • Programming knowledge in Python and SQL for automation and diagnostics
  • Hands-on experience with application and infrastructure monitoring and alerting tools
  • Familiarity with incident management frameworks like ITIL or TechOps practices
  • Experience with CI/CD pipelines, code reviews, and contributing to bug fixes
  • Experience scaling SaaS operations and supporting enterprise SaaS or cloud products
  • Experience with performance tuning for databases, APIs, and distributed systems
  • Proven leadership in technical environments with team management and mentorship experience
  • Applicants for employment in the US must have valid work authorization that does not require visa sponsorship by IntegriChain