Director of Product Technical Support

OnapsisDallas, Texas, United States - Hybrid3d ago

In Office Director NA Software Oil & Gas Director of Product Technical Product Manager Team Management Team Leadership Customer Engagement Executive Support Reporting

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Requirements

Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
10+ years of experience in Technical Support, Product Support, or Technical Operations, including leadership of multi-level global teams.
Experience leading support organizations for enterprise software products, including SaaS and on-premise deployments.
Demonstrated success transforming support organizations toward proactive, scalable, and metrics-driven operating models.
Experience partnering with Product and Engineering organizations at a senior level.
Location
Location
This role is open to candidates based in the United States or Romania. Hybrid or remote work arrangements may be supported based on location and business needs.
United States
Romania
Onapsis protects the business applications that run the global economy. The Onapsis Platform delivers vulnerability management, change assurance, and continuous compliance for business applications from leading vendors such as SAP, Oracle, and others. The Onapsis Platform is powered by the Onapsis Research Labs, the team responsible for the discovery and mitigation of more than 1,000 zero-day vulnerabilities in business applications.
Onapsis is headquartered in Boston, MA, with offices in Heidelberg, Germany and Buenos Aires, Argentina, and proudly serves hundreds of the world’s leading brands, including close to 30% of the Forbes Global 100, six of the top 10 automotive companies, five of the top 10 chemical companies, four of the top 10 technology companies, and three of the top 10 oil and gas companies.
For more information, connect with Onapsis on LinkedIn or visit https://www.onapsis.com.

Responsibilities

Lead the global Technical Support organization across L1, L2, and L3 functions, including formal escalation handoffs to Product Engineering.
Define and evolve the support strategy, organizational structure, and service delivery model for both SaaS and on-premise products.
Own and report on key support KPIs, including First Response Time (FRT), Mean Time to Resolution (MTTR), escalation containment, customer satisfaction (CSAT), and cost per case.
Build and manage a leadership layer of managers and team leads; own headcount planning, leveling, hiring strategy, and global budgeting.
Partner closely with Product Management and Engineering to improve defect resolution workflows, escalation models, and long-term product quality.
Oversee the Customer Escalation Event process and ensure alignment with incident response practices, executive communication, and engineering engagement.
Establish and mature the Voice of the Customer (VoC) program by translating support trends and root causes into actionable product and roadmap input.
Drive operational excellence through documentation standards, internal tooling improvements, knowledge base growth, and automation/self-service adoption.
Lead global, shift-based, and geo-distributed support models, ensuring compliance with labor laws, contractual SLAs, and regional requirements.
Partner with HR and executive leadership on performance management, career development, succession planning, and organizational health.
Advise executive leadership on customer risk, systemic issues, and operational trends using data from support operations.
Competencies and Expertise
Advanced Support Operations & Metrics: Deep expertise designing and operating KPI-driven support organizations, with the ability to turn metrics into strategic and operational action.
Advanced Support Operations & Metrics:
Incident and Escalation Leadership: Proven experience leading complex, customer-critical issues, including multi-product escalations, outages, and defect-driven incidents using structured response models.
Incident and Escalation Leadership:
SaaS and On-Premise Support Models: Strong understanding of modern support tiering (L1–L4), subscription-based services, proactive monitoring, and self-service strategies.
SaaS and On-Premise Support Models:
Organizational Design & People Leadership: Demonstrated ability to scale global teams, develop leaders, manage performance, and align organizational structure to business priorities.
Organizational Design & People Leadership:
Product & Engineering Collaboration: Working knowledge of product development lifecycles, defect management, RCA processes, and escalation tooling (e.g., JIRA, Confluence, Zendesk).
Product & Engineering Collaboration:
Voice of the Customer Champion: Ability to synthesize customer pain points and operational data into insights that influence product strategy and engineering investment.
Voice of the Customer Champion:
Technical Acumen: Comfortable engaging in technical discussions with engineers and customers, including platform architecture, integrations, logs, APIs, and deployment models.
Technical Acumen:
Financial & Budget Ownership: Experience with support cost modeling, global compensation planning, tooling investments, and ROI-driven automation strategies.
Financial & Budget Ownership:
Global Compliance Awareness: Understanding of international labor laws, data handling requirements (e.g., GDPR), and contractual support obligations.
Global Compliance Awareness:
Executive Communication & Strategic Thinking: Ability to influence senior leadership through clear, data-driven narratives and forward-looking operational strategy.
Executive Communication & Strategic Thinking: