Director of Support Engineering - Americas

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Support Engineering - Americas based in United States.

This is a senior leadership opportunity to shape and scale a technical Support Engineering function within a fast-growing B2B SaaS environment.
You will lead through a Support Engineering Manager while setting the vision, operating model, and standards for the broader function.
The role sits at the intersection of Customer Support, Product, and Engineering, turning complex customer issues into actionable technical and product improvements.
You will establish scalable approaches to triage, investigation, escalation, documentation, automation, and self-service.
Success will depend on your ability to combine technical depth with strong people leadership, sound judgment, and customer-centric decision-making.
You will use data and recurring issue patterns to improve supportability, product quality, resolution speed, and frontline effectiveness.
This is an opportunity to build the systems and leadership structure that enable Support Engineering to scale alongside an increasingly sophisticated product and customer base.