Director, Customer Support

The Opportunity

Do you think that balancing competing priorities makes the day more interesting? Do you enjoy wading into a large, unfamiliar codebase and emerging with the solution to your problem? After you have solved the same problem 3 times, do you find that you simply must find a way to stop it from ever coming up again? Do you like being on a team that trusts and values each other, while also holding each other accountable? Do you find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others?

We’re looking for an experienced Director, Customer Support to join our team. This role is a US based remote position.

What you’ll do

Own complex customer issues from intake through verified resolution, including impact assessment, reproduction, technical investigation, mitigation, escalation, and customer communication.

Diagnose issues using logs, cloud observability platforms, SQL, APIs, dashboards, carrier records, and internal diagnostic tools.

Safely execute approved production configuration and Change Management requests using documented validation and rollback procedures.

Create actionable Engineering and QA escalations with clear reproduction steps, technical evidence, customer impact, and expected behavior, and actively monitor defects through resolution.

Participate in a global on-call rotation and serve as a first technical responder for critical customer-facing interruptions.

Coordinate high-severity incidents across customers, Engineering, SRE, Product, Customer Success, and external telecom providers; identify mitigations and provide accurate, time-bound updates.

Troubleshoot CCaaS and telecommunications systems, including voice, SMS, SIP, routing, number provisioning and porting, BYOC, CRM integrations, virtual agents, and CPaaS-provider behavior.

Convert investigations and resolved issues into reusable playbooks, troubleshooting guides, and customer-specific operational knowledge.

Contribute to customer reports, root-cause analyses, post-incident reviews, and continuous improvements to support quality and scalability.

Qualifications

Five or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.

Demonstrated ability to methodically troubleshoot complex technical problems across multiple systems and distinguish symptoms from root causes.

Experience interpreting logs, API responses, network or protocol behavior, and structured data; working knowledge of SQL and cloud observability tools is strongly preferred.

Strong written and verbal communication skills, including the ability to explain technical findings to customers and communicate customer impact to engineers.

Proven ability to manage competing priorities, maintain clear case documentation, and drive issues to closure in a ticket-tracking system.

Sound judgment under pressure and willingness to participate in an on-call rotation.

Strong customer orientation, collaboration skills, curiosity, and a habit of improving documentation and processes after solving a problem.

Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments is strongly preferred.

Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms is helpful.

Formal education in computer science is not required; equivalent practical experience is valued.

US Hiring Range: $180,000 - $200,000 annually

*Actual placement within this range will depend on geographic location, work experience, education, and/or skill level.