Director, Technical Support Engineering ( HR AI Platform Startup)

Define the vision, operating model, and growth strategy for the Product Support function. Build, scale, and lead a high‑performing global team; drive hiring, capability building, and leadership development. Establish a culture of ownership, technical excellence, and customer obsession. Customer Impact & Delivery Excellence Own end‑to‑end delivery outcomes for large enterprise accounts, including implementations, expansions, and ongoing optimization. Partner with senior customer stakeholders as a trusted advisor, driving adoption and long‑term value realization. Lead executive‑level escalations and ensure strong governance across complex deployments. Solutioning & Technical Excellence Set the bar for solution architecture, integration strategy, and technical design across ATS, HRIS, and ecosystem platforms. Guide teams on complex implementations involving APIs, data models, and enterprise‑scale integrations. Drive standardization through reusable frameworks, accelerators, and best practices. Strong technical depth in APIs, integrations, data systems (SQL, JSON, XML), and scripting (Python or equivalent). Qualifications 10+ years of experience in enterprise SaaS, product implementation, and/or solution architecture 5+ years in leadership roles, managing and scaling high‑performing teams Proven track record of delivering complex, global enterprise implementations with measurable customer impact Experience working with HR Tech ecosystems (ATS, HRIS, Talent platforms) is highly preferred Exceptional stakeholder management and executive presence, with the ability to influence at C‑level Demonstrated ability to operate in high‑growth, ambiguous environments and drive structured outcomes Background in top‑tier consulting firms or enterprise transformation programs is a strong plus Bachelor's or Master's degree in Computer Science, Engineering Partnering & Alignment Partner closely with Product, Engineering, Customer Success, and Sales to align on roadmap, customer needs, and delivery priorities. Act as the voice of the customer, influencing product innovation and go‑to‑market strategy. Contribute to global initiatives, including AI‑driven interview frameworks and solution evolution. Operational Rigor & Scale Establish metrics‑driven execution: delivery health, customer satisfaction, adoption, and team productivity. Drive capacity planning, forecasting, and resource optimization across regions. Continuously improve delivery processes to enable scalability and predictability. #J-18808-Ljbffr Eightfold