What are the responsibilities and job description for the Director Product Support position at T2 Systems?
Position Overview : We are seeking an experienced and dynamic Director of Product Support to lead our support organization. The Director will oversee multiple products and applications that deliver a wide range of services to the parking industry, including PayStation, PARCS, and Permit and Enforcement applications. This role will be instrumental in managing the technical rollout of our SaaS solutions and ensuring best-in-industry support for complex products to delight our customers with holistic end-to-end support.
Key Responsibilities :
- Lead and mentor a team, ensuring high performance and professional development.
- Oversee the support of various applications, each with unique technologies and customer bases.
- Manage resources technical resources for software implementations and upgrades for our SaaS solutions.
- Ensure advanced troubleshooting of backend systems to identify and resolve defects, misconfigurations, and performance bottlenecks.
- Collaborate with cross-functional teams to enhance product performance and customer satisfaction.
- Develop and implement strategies to improve support processes and customer experience.
- Monitor and report on key performance indicators (KPIs) to drive continuous improvement.
- Stay updated on industry trends and best practices to ensure our support services remain cutting-edge.
- Mentor and supervise managers, ensuring they effectively lead their teams.
- Coordinate with other department managers to align support strategies with overall company goals.
- Collaborate amongst Account Management, Product Management, and Engineering in the determination of absolute priority amongst disparate requests.
- Analyze customer support data to identify trends and areas for improvement.
- Address customer and internal escalations to improve service delivery.
- Analyze existing process flows across all product lines to identify bottlenecks and develop strategies to improve overall support quality.
- Assess and transform established KPIs and OKRs for the department.
- Assess team composition to identify areas of overlap and maximize performance for each department.
- Train the support team to be more technical and resolve all non-development issues before escalating to engineering.
- Raise the Bar of technical excellence, ensuring familiarity with advanced SQL, log analysis, database query cost analysis for tuning, and tools to call web services (REST and SOAP).
- Develop production monitoring strategies to ensure applications are behaving as expected for proactive troubleshooting.
- Utilize KanBan methodologies to create capacity metrics and forecast when prioritized efforts will be completed.
- Be directly involved in the leadership, oversight, and prioritization of work for the engineering support team responsible for break / fix and defect remediation of our core products.
- Utilize tools such as DynaTrace for holistic troubleshooting and monitoring of applications across all tiers and services.
- Ensure Focus, Clarity, and Accountability through Daily Management.
- Assess tools of Generative and Agentic AI to increase overall customer satisfaction with efficiency, reduce customer effort, and decrease overall resolution times.
Qualifications :
