Director, Technical Support
HoxhuntHuman Risk company
Minneapolis, United States$125,000 - $135,000Director
Dawn Capital
Level Equity
Icebreaker.vc
First Fellow Partners
Operations & Strategy
About the role
TL;DR
Lead the US Technical Support team, ensuring exceptional customer service and issue resolution.
- •Lead, develop, and grow a team of technical support professionals, acting as the primary liaison between US customers and our headquarters in Finland.
- •Key Responsibilities Lead, develop, and grow a team of technical support professionals.
- •Act as the primary point of contact for customer escalation calls.
- •Drive cross-departmental collaboration to solve complex problems.
- •Assist with the implementation and optimization of our support tooling.
- •Manage up effectively, translating customer needs into actionable insights.
- •Own the metrics that define support quality and report on US support performance.
- •Requirements 3 to 5 years of leadership experience managing a technical support team. 5+ years of overall experience within technical support, in a B2B SaaS environment.
- •Exceptional leadership and communication skills.
- •Comfort operating in a fast-paced, scale-up environment.
- •A strong focus on people and processes with a hands-on technical troubleshooting attitude.
- •A working technical foundation: familiarity with concepts like APIs, SSO, email infrastructure, or enterprise security environments.
Required skills
Technical LeadershipCustomer Service
Domain expertise
cybersecurity
Benefits & perks
Compensation, Working ways, High performance meets high humanity, Authentic trust & autonomy, A product you can be proud of, The perks that matter