What are the responsibilities and job description for the Director of Support Operations position at neptune?
About the Role
We are seeking an experienced Director of Support Operations to lead our support team in delivering world-class customer experiences. As a key member of our operations team, you will be responsible for designing and implementing scalable support processes that meet the needs of our growing customer base.
Key Responsibilities
- Design and implement 24/7 global support models
- Develop and optimize support processes, SLAs, and automation tools
- Hire and onboard technical support engineers remotely
- Collaborate with engineering and product teams to enhance developer experience
Requirements
- 5 years of experience in technical support leadership within a Dev Tool company
- Strong track record of setting up and scaling support teams
- Familiarity with incident management and observability tools
- Possession of a passion for improving developer experience and working closely with engineers
