דרושים » מחשבים ורשתות » Director of Support

We're looking for an experienced, customer-obsessed Senior Director, Technical Support to lead our global Technical Support domain and scale the people, processes, and AI-driven technology behind it as we grow.
Reporting to the Chief Customer Officer, you'll lead a global team of ~20 support engineers and partner closely with Customer Success, R&D, Product, and Sales Engineering to ensure every enterprise customer gets exceptional technical guidance. A core part of the mandate is modernizing how we support customers - leveraging AI, automation, and self-service to scale quality without scaling headcount linearly. You'll bring deep technical understanding of enterprise software and cybersecurity, strong operational leadership, and a track record of building high-performing global teams.
Responsibilities:
Lead and develop our global Technical Support organization: hire, coach, and grow TLs and individual contributors, and build a culture of ownership, technical excellence, and continuous learning.
Own global support operations and strategy end to end, delivering fast, consistent, high-quality outcomes across regions and time zones, backed by scalable processes and organizational design that keep pace with our growth.
Lead the AI transformation of the support function: deploy AI-driven workflows, automation, and self-service to speed up resolution, deflect volume, and scale quality without scaling headcount linearly.
Own the support KPIs: SLA compliance, CSAT, response and resolution times, backlog health, and escalation management.
Be the bridge between customers, Support, Product, and R&D: surface critical escalations, make the case for the fixes that matter, and influence the product roadmap.
Serve as the executive escalation point for complex customer issues, coordinating cross-functional resolution when required.
Partner with Customer Success, Professional Services, Sales Engineering, and Sales to deliver a seamless end-to-end customer experience.

Were looking for a highly motivated Support Enablement Engineer to join our amazing team. As a member of the Support Enablement team, you will play a critical role in enabling Support Engineers to execute all technical aspects of their job and will work to maximize the support organizations effectiveness.

Responsibilities

Advocate for support and customer needs with R&D and Product teams during feature development, as well as retroactively for existing technologies.
Identify and understand support inquiries and challenges, act as their technical focal point, and work to fill knowledge gaps.
Build troubleshooting practices to reduce ticket resolution time and maximize support performance.
Own and drive the delivery of technical content and knowledge-sharing initiatives to the global Support team.
Provide guidance on product features and how they work through the creation of technical content.
Design and create technical onboarding and everboarding training content.

our company develops state-of-the-art AI solutions for cancer diagnostics. Our cutting-edge technology
transforms cancer care by providing every patient with an accurate, timely and personalized
diagnosis.
we are a well-funded start-up headquartered in the USA and Israel, with a global presence and
live deployments at labs and hospitals worldwide.
Our world-class team of researchers, engineers, business professionals and medical experts is
growing.
we are looking for an IT support Lead to help build a robust service that
enables trusted cancer diagnostics for all.
Responsibilities:
Maintain and improve the technology used by the company
Manage endpoints, servers, and services
Participate in equipment purchase
Collect evidence (logs and metrics) to comply to the standards our company adheres to
Test and examine staff complaints and support teams to remediate
Ensure that systems are safe and secure against cybersecurity threats.