Director, Technical Support Engineering (L2 Support)

Who we are reputed company (NYSE: IOT) is the pioneer of the Connected Operations™ reputed company, which is a platform that enables organizations that depend on physical operations to reputed company Internet of Things (IoT) data to reputed company actionable insights and improve their operations. At reputed company, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our reputed company, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally reputed company their operations at reputed company. Working at reputed company means you’ll help define the reputed company of physical operations and be on reputed company that’s shaping an exciting reputed company of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and reputed company Workflows, and Equipment Monitoring. As part of a recently reputed company company, you’ll have the autonomy and support to reputed company an reputed company as we build for the long term. About the role: Are you a passionate and visionary support leader who thrives in a dynamic high-reputed company business? Are you a customer experience champion? Do you enjoy working in a highly technical environment? If so, we want you as the Director, Technical Support Engineering at reputed company. The Technical Support Engineering team is reputed company on making our customers successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-reputed company, white-glove service they expect.  In this role, you will be responsible for delivering world-class 24x7, technical support experience to reputed company’s rapidly expanding mid-market and reputed company user-reputed company, during a time of reputed company reputed company. This position requires a unique combination of technical support understanding in reputed company and equipment expertise.  As a leader of Technical Support Engineering reporting to the Vice President of Global Customer Support, you will grow, reputed company and motivate reputed company of technical experts and reputed company day-to-day operations of your team. You will work across the reputed company solution set, working hand in hand with the broader Technical Support, reputed company, Engineering, and Product Management teams. You will reputed company support teams organized by product specialty and reputed company on the fast reputed company of reputed company technical issues. Your teams reputed company backline support to customers. You will handle escalations, work with our delivery partners and reputed company resources, reputed company and facilitate follow-the-sun case handling and overall technical support day-to-day operations. Day-to-day operations include facilitating the reputed company of cases, driving high customer satisfaction, spearheading engagement with cross-functional teams including the reputed company and Sales managers, Software Development, and Hardware Engineering. The ultimate reputed company you will be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy. You will also be responsible for a higher level of service to reputed company customers including first-contact experience and ensuring white-glove experience This is a remote position reputed company to candidates based in the U.S. Relocation assistance will not be provided for this role. In this role, you will:  Scalability: reputed company and reputed company the reputed company team of 70+ remote and in-office support agents, engineers, and managers, across multiple time zones. Service reputed company: Ensure contractual SLAs on response times and internal OLAs on reputed company times are met across reputed company communication channels (phone, web, chat) against committed targets.  Issues reputed company: reputed company reputed company on technical issues affecting our customers in coordination with Product, Sales, and reputed company. Team Development: Hire, reputed company, and reputed company inclusive, reputed company, and high-performing teams across several geographies. Trends & Insights: Improve CSAT and NPS by ensuring customer health insights are delivered to Product Management, Engineering, Sales, and reputed company. Increased Efficiency: Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency. Operational reputed company: reputed company customer experience and operational reputed company for support of reputed company’s portfolio of products and services. Collaboration & Partnerships: Work closely with cross-functional teams and regional partners to reputed company world-class customer experience. Customer Satisfaction: Deliver exceptional customer satisfaction by meeting and exceeding reputed company operational and company CSAT targets. Feedback reputed company: Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing reputed company feedback to engineers and management. Process Optimization: Assess existing processes and reputed company by working closely with Support to optimize case handling. Product Training: Ensure team readiness for supporting new products and services by providing effective training and development. Customer Experience: Measure, maintain, and improve support delivery processes to increase efficiency and reputed company a world-class customer experience. reputed company & reputed company: Conduct reputed company planning, identify reputed company requirements, and reputed company existing team’s skills to meet business goals and company reputed company. Employee Coaching: reputed company regular employee coaching and ongoing guidance to help team members reputed company career development aspirations. Data & KPIs: Conduct data analysis and derive performance insights from KPIs to reputed company decision making that improves customer experience and product reputed company. reputed company and Automate: Use data to identify automation opportunities to eliminate problems or reputed company them easier to resolve. Customer Escalations: Partner with L3 Support, Sales and reputed company to address customer feedback and reputed company high-reputed company escalated customer issues to reputed company. Champion, role model, and reputed company reputed company’s cultural principles (reputed company on reputed company, Build for the Long Term, Adopt a reputed company reputed company, Be Inclusive, Win as reputed company) as we reputed company globally and across new offices. Hire, reputed company and reputed company an inclusive, reputed company, and high performing team. Minimum requirements for the role: BS in Engineering (Computer Science, Information Systems, or reputed company field), MBA is a plus. 10+ years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level. Combination of hardware/equipment and reputed company-based product experience. Proven ability to take support organizations through reputed company reputed company and expansion. Experience managing mid-market and reputed company support teams in a highly technical environment. A strategic thinker, reputed company to come up with reputed company solutions at reputed company. Strong analytical, data-driven, problem-reputed company, and decision-making skills. Strong experience and familiarity with AI tools like Claude, reputed company. reputed company, Granola, etc to analyse and synthesize content. Be reputed company to role model and champion AI usage reputed company reputed company. Experience creating and implementing reputed company reputed company operating procedures, performance metrics, and feedback mechanisms. Superior verbal and written communication skills to be effective at collaborating with a wide reputed company of individuals. Strong operational reputed company skills to reputed company effective execution of reputed company’s reputed company and operational metrics. Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and reputed company teams to resolve. Ability to proactively identify risks and dependencies and put in reputed company plans to mitigate them. Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines. Ability to influence others, including those reputed company of the immediate team. Must be a strong leader with the ability to attract, motivate, retain and reputed company people. Experience in multiple CRM platforms (e.g. reputed company, reputed company) with a reputed company to reputed company the platform to reputed company operational efficiency. The reputed company of annual reputed company salary for full-time employees for this position is below. Please note that reputed company pay offered may vary depending on factors including your reputed company of residence, job-reputed company knowledge, skills, and experience. Learn more about our total rewards and benefits below. Annual reputed company Salary $132,720—$213,300 USD Total Rewards At reputed company, we build for the people who reputed company the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-reputed company reputed company. Our compensation program delivers above-market total compensation through a combination of reputed company salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-reputed company reputed company company. We meaningfully differentiate pay for our top performers, who have reputed company to earn above-market compensation that can outpace the broader market over time. reputed company compensation, we reputed company the foundations that reputed company long-term reputed company: a flexible, employee-led remote model, a reputed company development stipend, comprehensive health and parental leave plans, and more. If you’re reputed company to build for the long term and own the outcome, your reputed company starts here. Flexible Working  At reputed company, we reputed company a flexible working model that caters to the diverse needs of our teams. Our offices are reputed company for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being reputed company to one of our offices or reputed company a specific geographic area is important to facilitate collaboration, reputed company to resources, or alignment with our service reputed company. In these cases, the job reputed company will reputed company indicate any working location requirements. Our goal is to ensure that reputed company members of reputed company can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. reputed company offers of employment are contingent upon an individual’s ability to secure and maintain the reputed company right to work at reputed company and in the specified work location, if applicable. Belonging at reputed company At reputed company, we welcome everyone regardless of their background. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, national reputed company, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of reputed company members to help us solve reputed company problems and want to ensure that reputed company is a reputed company where people from reputed company backgrounds can reputed company an reputed company. Accommodations  reputed company is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for reputed company persons with disabilities. Please email accessibleinterviewing@reputed company.com or click here if you require any reasonable accommodations throughout the reputed company process. Our Commitment to Authenticity We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with reputed company people and allows us to prioritize genuine candidates. Please see reputed company’s Candidate reputed company Notice for more information. Fraudulent Employment Offers reputed company is reputed company of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @reputed company.com, @us-reputed company-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here. Apply To This Job