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# Director of Customer Technical Support in United

- **Company:** Energy Jobline
- **Location:** United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Software as a Service, Cyber Security, Databases, Knowledge Management, Salesforce.Com, Verification and Validation (Software), Systems Integration, Enterprise Software Applications, Genesys
- **Published:** October 2, 2026
- **Apply:** https://www.energyjobline.com/job/director-customer-technical-support-united-31827591

## About the Role

* Bachelor's degree in business, technology, engineering, healthcare administration, or a related field, or equivalent relevant experience.

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 * 10+ years of leadership experience in enterprise software technical and customer support--SaaS and contact center operations.

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 * 5+ years leading senior leaders in a technical support environment serving external customers.

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 * Experience supporting business-critical enterprise software across cloud and/or on-premise environments, integrations, databases, connectivity, and customer-specific workflows.

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 * Demonstrated success leading customer escalations, major incident response, support transformation, workforce planning, and cross-functional problem solving.

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 * Strong command of support metrics, service management, knowledge management, quality assurance, root cause analysis, and continuous improvement.

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 * Experience with Salesforce Service Cloud, Genesys, workforce-management tools, knowledge platforms, reporting and analytics, and support automation.

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 * Executive presence and the ability to communicate technical and operational risk clearly to customers, senior leaders, and cross-functional teams.

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 * Leadership experience in healthcare technology, medical-device software, sterile processing, perioperative workflows or other regulated environment

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 * Experience with software validation, quality systems, cybersecurity and privacy escalation processes, and controlled change or release practices.

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 * Experience building support readiness for new product introductions, software releases, integrations, and large customer deployments.

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 * Working knowledge of IT service management and continuous-improvement methodologies.