5 дней назад
Technical Success Director (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Success Director (AI): Building and scaling Broccoli's Technical Success function for an integration-heavy AI SaaS product with an accent on technical support, customer escalations, and Engineering collaboration. Focus on establishing SLAs and incident processes, developing technical teams, and translating complex customer-impacting issues into actionable product and engineering solutions.
Location: Lehi, Utah, United States; work arrangement: Hybrid
Company
builds AI teammates for plumbing, HVAC, and electrical contractors, replacing fragmented software and repetitive manual work with AI-powered customer and revenue operations integrated with platforms such as ServiceTitan.
What you will do
- Lead, coach, hire, and scale the AI Tech Support team while maintaining high standards for technical quality and customer experience.
- Serve as the primary bridge between customers, Customer Success, Engineering, and Product on complex technical issues.
- Establish escalation standards, SLAs, ticket flows, incident-management processes, and durable feedback loops.
- Ensure customer-impacting problems are deeply understood, accurately diagnosed, prioritized, and resolved.
- Define Technical Success strategy, operating metrics, documentation, troubleshooting guides, and playbooks.
- Identify recurring issues and opportunities to automate, simplify, or eliminate repetitive technical work.
Requirements
- 8–12+ years of experience in technical support, technical account management, solutions engineering, implementation, customer success, or a similar customer-facing technical role.
- 4+ years leading and developing technical teams, including building or materially redesigning a support or Technical Success operating model.
- Experience supporting a mission-critical, integration-heavy SaaS product and coordinating across Support, Engineering, and Product.
- Experience establishing escalation frameworks, SLAs, ticket routing, quality programs, incident processes, and Engineering and Product feedback loops.
- Ability to communicate complex technical problems clearly to technical and non-technical audiences and operate strategically and tactically.
- Ability to work in a hybrid role based in Lehi, Utah.
Nice to have
- Experience leading Technical Success, Technical Support, Support Engineering, or Technical Account Management in a startup.
- Experience with AI, conversational AI, voice, communications, or workflow automation products.
- Experience supporting ServiceTitan, CRM, ticketing, or other business-critical integrations.
- Experience with mid-market or enterprise customers and influencing Product and Engineering roadmaps through customer insights.
Culture & Benefits
- Fast-moving startup environment focused on building a scalable Technical Success function.
- Customer-first culture emphasizing ownership, technical excellence, and collaboration.
- Backed by Khosla Ventures and Y Combinator.
- has achieved $15M+ ARR in under two years and serves hundreds of contractors.
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