Director, Support Delivery

Technical Leadership:

• Own the technical triage and escalation discipline for the support organization.
• Build and maintain the escalation framework to ensure rigorous diagnosis and routing.
• Serve as the senior technical decision-maker on the highest-impact escalations.

Team Development:

• Develop a bench of expert technical support specialists through direct mentorship.
• Teach diagnostic and triage reasoning as a transferable skill.
• Define and raise the technical competency standard across the specialist capability ladder.

Product Partnership:

• Work embedded within the Product organization as the primary technical interface.
• Build a systematic feedback loop between support escalation trends and the product roadmap.
• Track escalation patterns to identify recurring failure points and advocate for product-level resolution.

Qualifications:

• 7+ years of progressive technical support experience in SaaS or healthcare technology.
• Demonstrated diagnostic and triage capability with a structured, hypothesis-driven approach.
• Proven track record of developing technical talent and designing escalation frameworks.
• Direct experience partnering with Product or Engineering teams on escalation feedback loops.
• Bachelor's degree required; advanced degree a plus.