Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
Director, Global Technical Support
Neat
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Lead
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
Requirements
- 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
