Director, Global Technical Support

Neat

full-time

Posted on: 9/6/2025

Origin: • 🇺🇸 United States

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About the role

Build and own the post-sale technical support experience for a global hardware company
Lead, coach, and develop a global team of support engineers to solve complex technical challenges
Design and scale systems, processes, and knowledge management that define Neat's support experience
Own KPIs and drive the strategy behind support metrics
Interface directly with partners (Microsoft, Zoom, Google) to create a unified support journey for joint customers
Act as the voice of the customer to Product and Engineering using data and customer stories
Design premium support offerings and prepare the organization for new product introductions
Present to customers, partners, and internal stakeholders; lead partner training sessions and strategy reviews

Proven experience leading and scaling global technical support teams
Deep technical fluency in videoconferencing, enterprise networking, telephony, and AV technologies
Demonstrable success in creating and implementing support strategies, policies, and workflows that balance customer satisfaction with business needs
Experience partnering closely with Product Management and Engineering to improve product quality and supportability
Exceptional presentation skills; comfortable leading customer meetings and partner training sessions
Hands-on experience with modern support and CRM platforms (e.g., Zendesk, Netsuite, Salesforce, Jira)
Strong leadership and coaching skills; experience developing and mentoring support engineers
Experience designing KPIs, support models, and premium support offerings
Comfortable interfacing with partners such as Microsoft, Zoom, and Google
Hiring for a remote position in the United Kingdom or United States Eastern Timezone