Position Overview: As Director of Global Technical Support, you will lead our global technical support team, focusing on delivering exceptional service related to our products and solutions. Your leadership will ensure high customer satisfaction, efficient resolution of technical issues, and strategic development of support infrastructure leveraging automation and GenAI.You will be expected to be proficient in technical support best practices and bring them to our company.
Location: Tel Aviv, Israel, hybrid role (3 days a week from the office).
Key Responsibilities:
- Lead and strategically manage a global technical support team, overseeing day-to-day operations and long-term support strategy.
- Develop and implement automated support solutions and integrate advanced GenAI tools to streamline operations and enhance customer interactions.
- Serve as a senior escalation point, providing expert guidance on complex technical issues related to our products and solutions.
- Collaborate closely with R&D, Product Management, Customer Success, and Sales teams to align technical support operations with product development and customer requirements.
- Foster continuous improvement through advanced analytics, KPI’s, customer feedback, and innovative support methodologies.
- Define and ensure adherence to Service Level Agreements (SLAs), maintaining superior levels of customer satisfaction globally.
- Develop and manage internal and external knowledge bases, documentation, and training programs centered around GenAI and automation.
- Drive team development through effective coaching, mentoring, and performance management practices.
