Director of Product Technical Support at Onapsis

About the Role

We are seeking a Director of Product Technical Support to lead the transformation of Onapsis' global Product Technical Support organization. This senior leader will define, scale, and operate the support organization across L1, L2, L3, and formal engineering escalation paths, ensuring alignment with Product, Engineering, and Customer Success.

Key Responsibilities

• →Lead the global Technical Support organization across L1, L2, and L3 functions, including formal escalation handoffs to Product Engineering.
• →Define and evolve the support strategy, organizational structure, and service delivery model for both SaaS and on-premise products.
• →Own and report on key support KPIs, including First Response Time (FRT), Mean Time to Resolution (MTTR), escalation containment, customer satisfaction (CSAT), and cost per case.
• →Build and manage a leadership layer of managers and team leads; own headcount planning, leveling, hiring strategy, and global budgeting.
• →Partner closely with Product Management and Engineering to improve defect resolution workflows, escalation models, and long-term product quality.
• →Oversee the Customer Escalation Event process and ensure alignment with incident response practices, executive communication, and engineering engagement.
• →Establish and mature the Voice of the Customer (VoC) program by translating support trends and root causes into actionable product and roadmap input.
• →Drive operational excellence through documentation standards, internal tooling improvements, knowledge base growth, and automation/self-service adoption.
• →Lead global, shift-based, and geo-distributed support models, ensuring compliance with labor laws, contractual SLAs, and regional requirements.
• →Partner with HR and executive leadership on performance management, career development, succession planning, and organizational health.
• →Advise executive leadership on customer risk, systemic issues, and operational trends using data from support operations.