Director, Technical Support Engineering ( HR AI Platform Startup)

Define the vision, operating model, and growth strategy for the Customer Engineering , Product Solutions and Support functions. 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. 10-15+ years of experience in enterprise SaaS, product implementation, solution architecture, or technical consulting. 5+ years in leadership roles, managing and scaling high-performing teams. Proven track record of delivering complex, global enterprise implementations with measurable customer impact. A Player-Coach mindset with strong technical depth in APIs, integrations, data systems (SQL, JSON, XML), and scripting (Python or equivalent). 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, or related field. Guide teams on complex implementations involving APIs, data models, and enterprise-scale integrations. Partner closely with Product, Engineering, Customer Growth, 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 frameworks and solution evolution. Establish metrics-driven execution: delivery health, customer satisfaction, adoption, and team productivity.