Director of Technical Support

Skip to main content Hit enter to search or ESC to close Close Search search Menu Director of Technical Support By Ordway LabsJuly 3, 2026Careers No Comments Position Overview Department: Technical Suppport Location: Hybrid – Remote + Office in Washington DC As a Director of Support, you will lead a high-performing team of Technical Support Engineers dedicated to resolving product issues, improving customer satisfaction, and ensuring the overall health of client implementations. You will work closely with cross-functional teams including Product, Engineering, and Customer Success to advocate for customers, enhance support processes, and scale technical operations in a rapidly evolving environment. Apply Now Job Responsibilities Lead and manage a global team of Technical Support Engineers to deliver timely, high-quality customer support across multiple time zones.  Own the technical support operations including ticket management, escalations, root cause analysis, and knowledge base documentation. Collaborate with Product and Engineering teams to resolve complex issues, perform bug triage, and communicate product improvements based on customer feedback. Define and track key performance indicators (KPIs) such as ticket resolution time, customer satisfaction (CSAT), and first response time.  Develop and implement support strategies, SLAs, and operational processes to optimize efficiency and consistency. Build and maintain technical documentation and self-service resources to improve customer self-resolution rates.  Act as a point of escalation for critical customer issues and manage high-severity incidents with professionalism and urgency. Hire, mentor, and coach support team members; foster a culture of continuous learning, accountability, and excellence. Requirements 5+ years of experience in technical support, including 2+ years in a managerial or team lead capacity in a SaaS or enterprise software environment.  Prior experience in a high-growth B2B SaaS company, especially in fintech or billing/revenue domains. Strong technical background in web-based platforms, APIs, and data integration (e.g., REST, JSON, SQL). Hands-on experience working with support tools like Jira, Zendesk, Salesforce, or similar ticketing and CRM platforms. Excellent leadership, communication, and people management skills with a customer-first mindset. Experience working cross-functionally with Product, Engineering, and Customer Success teams. Proven ability to analyze support data, identify trends, and drive process improvements. Bachelor’s degree in Computer Science, Engineering, or a related field preferred.   Bonus Points Familiarity with Agile development methodologies and Jira workflows. Knowledge of accounting principles or ERP integrations. Apply Now You May Also Like Careers Senior Payments Developer Senior Payments Developer We are seeking a highly skilled Senior Payments Developer to join our growing engineering team. This role is critical in building and scaling our payments infrastructure while ensuring the highest standards of security and compliance. Ordway LabsJuly 3, 2026 Careers Lead Software Developer – CPQ Lead Software Developer – CPQ As a Lead Software Developer at Ordway Labs, you will provide technical leadership in designing, developing, and scaling our billing and finance platform. You will be responsible not only for delivering high-quality software but also… Ordway LabsJuly 3, 2026 Careers Product Manager – AI Finance Product Manager – AI Finance As a Product Manager at Ordway...