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Global Technical Support Program Director

3 weeks ago

Dublin, Dublin City, Ireland beBee Careers Full time
Sr. Technical Operations Manager">

We are seeking a highly skilled Sr. Technical Operations Manager to drive operational excellence and enhance global technical support processes.

This role requires a blend of technical expertise, program management skills, and cross-functional collaboration to optimize support services, improve efficiency, and elevate the customer experience.

Key Responsibilities:

  • Develop and execute global technical support programs to improve service delivery, efficiency, and customer satisfaction.
  • Lead strategic initiatives to scale and enhance support processes, including automation, self-service, and AI-driven solutions.
  • Define and track key performance indicators (KPIs) to measure the effectiveness of support programs and drive continuous improvement.

Operational Excellence & Process Improvement:

  • Identify pain points in the support workflow and implement scalable solutions to optimize case handling and resolution times.
  • Work closely with engineering, product, and IT teams to implement tools and technologies that improve support operations.
  • Develop and maintain documentation, including process maps, playbooks, and escalation procedures.
  • Establish quality assurance (QA) programs to ensure consistency in support responses and technical troubleshooting.

Stakeholder & Cross-Functional Collaboration:

  • Act as a liaison between technical support, engineering, product management, and customer success teams to ensure alignment on customer needs.
  • Advocate for support team requirements in product development roadmaps, ensuring product changes consider customer impact.
  • Lead change management efforts related to support processes, ensuring smooth adoption across global teams.
  • Drive training and enablement programs for support agents to enhance technical knowledge and service capabilities.

Candidate Requirements:

  • Proven experience (10+ years) in technical support, program management, or a related field, ideally in a busy customer contact, global software / SaaS organization.
  • Strong technical acumen, with experience in IT support, SaaS, cloud computing, or enterprise software.
  • Program management expertise and certifications, including experience managing large-scale projects, process improvement initiatives, and change management.
  • Excellent analytical skills, with the ability to interpret complex data and translate insights into actionable strategies.
  • Strong leadership and stakeholder management skills, with experience working across global, cross-functional teams.
  • Proficiency in support tools and platforms, such as CRM (Salesforce, ServiceNow), knowledge management systems and practices, and automation tools.

Benefits:

  • A great Team and culture.
  • An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
  • Competitive Salary and benefits.
  • The opportunity to work within a global and diversely international team.
  • A supportive and collaborative environment.
  • Colleague Recognition Awards.