Director, Technical Experience

Intradiem

Director leading Intradiem’s AI-driven technical support transformation. Driving support strategy, operational excellence, executive escalations, and multi-level team development.

Posted 8/21/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strategic leadership in Technical Support, driving innovation and operational efficiency through AI-powered tools and data-driven insights. Proven ability to develop high-performing teams and establish key performance indicators to enhance customer satisfaction and support delivery.

Highest-signal resume keywords

Strategic LeadershipAI-Powered Support ToolsCustomer Support ManagementProcess OptimizationTechnical Team Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Support ManagementData-Driven InsightsProcess OptimizationCustomer Satisfaction MetricsSaaS EnvironmentsComputer NetworkingWorkforce Management SystemsThird-Party Software IntegrationsAI-Assisted ResolutionPredictive Analytics

Soft Skills

Executive LeadershipCommunication SkillsNegotiation SkillsPresentation SkillsStrategic Thinking

Certifications & Qualifications

Bachelor's Degree in Computer ScienceTechnologyEngineeringMathematics

Industry Keywords

Technical SupportCustomer Experience (CX)AI TransformationContinuous ImprovementContact Center Environment

About the role

Key responsibilities & impact

Define and drive the long-term vision and strategic direction for Technical Support, aligned with company objectives and CX goals
Develop and execute strategies to improve support delivery, operational efficiency, and scalability
Champion innovation and best practices in technical support processes
Lead AI transformation through AI-powered tools, automation, and workflows
Collaborate with executive leadership on company direction and priorities
Lead the Technical Support organization toward SLA, customer satisfaction, and efficiency targets
Drive continuous improvement using AI and data-driven insights
Serve as executive escalation point for critical technical issues and high-stakes customer engagements
Establish, oversee, and report on technical support KPIs
Lead, inspire, and develop senior managers, managers, and individual contributors
Oversee recruitment, development, and retention of technical talent
Promote collaboration across Technical Support, CX, Product, Engineering, and Sales
Act as executive point of contact for key customer relationships
Build trusted relationships with customers, partners, and stakeholders
Collaborate cross-functionally to ensure seamless platform support
Ensure compliance with Intradiem policies, procedures, and relevant regulatory requirements
Perform other assigned duties

Requirements

What you’ll need

Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience
Minimum of 12+ years of related experience
5+ years in a senior leadership role managing technical teams
Proven strategic leadership and execution within a technical support environment
Deep technical acumen with substantial experience in Customer Support and SaaS environments
Experience driving large-scale innovation and process optimization across multi-team organizations
Familiarity with AI-powered support tools, such as intelligent triaging, virtual agents, AI-assisted resolution, and predictive analytics
Exceptional executive leadership skills and ability to develop and lead high-performing, multi-level teams
Excellent communication, negotiation, and presentation skills
Strong strategic thinking and analytical skills with a data-driven approach
Legal right to work in the country where the role is based at application; identity and employment eligibility verification required during onboarding
Knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred
Experience in Computer Networking is preferred
Experience with third-party software integrations in a contact center environment is preferred

Benefits

Comp & perks

People-first culture with trust, respect, and flexibility
Equal-opportunity employer