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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Technical Support - **Company:** Mango Technologies, Inc. - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $180,000.0 - $215,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Data Analysis, Asana, Software Bug Management, Software as a Service, Systems Integration, Data Analytics - **Published:** June 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=642f49c9997c8c40 ## About the Role Do you have experience in Talent management?, * 8+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies. * Proven track record of building and scaling high-performing global technical support teams. * Deep experience partnering with Product and Engineering organizations to drive customer outcomes and product quality. * AI-native mindset with demonstrated success using AI tools and automation to scale operations and improve quality. * Strong technical acumen: able to engage credibly on product architecture, integrations, APIs, and complex troubleshooting. * Data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable. * Excellent communication skills with the ability to influence senior stakeholders across GTM and EPD. * Strategic thinker who can zoom out to set direction and zoom in to solve problems when needed. * Passion for building exceptional customer experiences and developing talent. ## Description The Director of Technical Support will take total ownership of ClickUp's technical support function, including strategy, team performance, tooling, and customer outcomes. This is a hands-on leadership role for someone who thrives at the intersection of deep technical problem-solving, cross-functional partnership with Product and Engineering, and operational excellence powered by AI. You'll define what world-class technical support looks like at ClickUp and lead the systems, team, and culture to deliver it at scale., * Total Ownership of Technical Support: + Own end-to-end strategy, execution, and outcomes for ClickUp's technical support experience. + Lead, mentor, and scale a high-performing global team of technical support managers and representatives. + Establish and drive KPIs that measure resolution quality, speed, customer satisfaction, and team health. + Set the bar for technical depth, ensuring the team can diagnose and resolve the most complex product issues with precision. * Product & Engineering Partnership: + Serve as the primary bridge between Support and Product/Engineering, ensuring customer pain points translate into product improvements. + Collaborate closely with Engineering on bug triage, escalation workflows, incident response, and root cause analysis. + Represent the voice of the customer in product and engineering forums, influencing roadmap priorities with data-driven insights. + Build joint processes for feature launches, known issue management, and proactive communication to customers. * Strategy & AI-Native Scaling: + Drive a forward-looking strategy that leverages AI to scale technical support quality and efficiency without sacrificing the human touch where it matters most. + Build and iterate on AI-powered workflows for triage, diagnostics, knowledge surfacing, and resolution acceleration. + Foster an AI-native culture where the team actively experiments with and adopts AI tooling to amplify their impact. + Identify and implement process improvements that reduce time-to-resolution and increase first-contact resolution rates. * Operational Excellence: + Design and optimize escalation paths, on-call processes, and incident management workflows. + Partner with Support Operations to ensure tooling, reporting, and workforce planning support the team's growth. + Champion a culture of continuous improvement, knowledge sharing, and technical excellence across the organization. ## Related Videos - [Building Talent Acquisitions Teams](https://www.wearedevelopers.com/videos/1496-building-talent-acquisitions-teams) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [A Founder's Journey : From Startup Chaos to Purposeful Growth](https://www.wearedevelopers.com/videos/1926-a-founder-s-journey-from-startup-chaos-to-purposeful-growth) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) - [How Data is Shaping our Games](https://www.wearedevelopers.com/videos/176-how-data-is-shaping-our-games) ## Related Articles - [Should Tech Managers Be Developers First? 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