Director, Product Support


Position Summary

      We are looking for a highly motivated Product Support Director to join our team who has a passion for improving customer experience, serving customers and working with technology. The Product Support Director is responsible for leading, motivating and developing a team to deliver the best possible resolutions to customers and coordinating all aspects of Product Support. This can include tasks such as troubleshooting with a user, debugging code locally, as well as implementing small bug fixes, in order to resolve customer impacting issues. This position will require a thorough understanding of our products, including all associated technologies, and surrounding processes. This is a technical management role driven by clear business objectives and measured by the impact on both our customers and SMC³. We are looking for someone to help us set the strategy and vision for our product support group to set us up for the future.

Essential Functions

    • Leads a team of contributors who are responsible for resolving advanced technical issues
    • Creates and Implements a plan for developing Support Tools to assist internal resources
    • Helps identify trending customer issues or bugs and escalates to appropriate internal team(s)
    • Works closely with internal departments to drive the overall strategy and efficiency
    • Assists Technical Support Manager in creation of processes to better serve customer needs
    • Tracks customer support metrics, which should include support usage, average time to resolve issues, number of issues and other pertinent data for direct reports
    • Acts as a champion and a liaison internally for our customers
    • Coaches support representatives to help them achieve personal and professional goals
    • Responsible for training of Product Support staff to allow them to gain the knowledge to support our products
    • Owns customer-reported production support incidents, including recording issue and resolution details in CRM, collaborating with internal teams, and providing real-time solutions and timely follow-up until incident is resolved
    • If needed, is available after-hours to assist on-call support staff with urgent issues they cannot resolve on their own.
    • Monitoring customer satisfaction levels to ensure that the company meets industry standards
    • Conducting research to identify new technologies that could improve the company’s products or services
    • Developing and implementing strategies to increase customer satisfaction and loyalty over time
    • Working with engineers to troubleshoot problems with existing products and develop solutions for new ones
    • Communicating with customers about new products or services or issues with existing products or services
    • Ensuring that all complaints are addressed promptly, efficiently, and effectively
    • Performs other duties as assigned


    • Bachelor’s degree in Computer Science or equivalent work experience in a technical support role
    • 6+ years of experience in system level troubleshooting
    • 4+ years’ experience with working with web services
    • 4+ years’ experience with Service-Oriented architecture
    • 4+ years’ experience working on Java and .Net projects
    • Proven experience leading a support team or development team
    • Project experience working with Eclipse, SVN, Spring Framework and Maven
    • Familiarity with standard concepts, practices and procedures in the SDLC
    • Experience with Web Development Frameworks
    • Knowledge of SQL, XML and JSON
    • Experience with back-end DBs including relational and non-relational
    • Experience consuming APIs
    • Knowledge of Postman required
    • Knowledge of supply chain logistics a plus
    • Experience working with customer-facing teams and the internal departments that support them required


    • Strong verbal and written communication skills with the ability to communicate effectively to a broad audience range from customers, both internal and external, to business owners to technologies
    • Ability to actively listen and comprehend complex technical issues
    • Strong customer focus
    • Detail Oriented
    • Self-starter
    • Troubleshooting
    • Collaborative mindset and experience interacting with business and technical customers
    • Ability to work in a dynamic fast paced environment with multiple priorities and projects
    • Ability to adjust in a rapidly changing environment
    • Ability to remain updated about new technologies and standards
    • Leadership skills, ability to motivate your team and encourage them to perform well.
    • Active learner who will hold him/herself accountable for his/her own job performance
    • Naturally positive and open-minded; able to view the world from more than one perspective
    • Click here to submit resume
      We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

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