Director of tier 3 and support engineering

What You'll Do:

The Director of Tier 3 Support & Support Engineering leads the teams that solve our customers' hardest problems. You'll own two functions: Tier 3 Support, our senior specialists who provide real-time product expertise and resolve anything escalated beyond our front-line tiers, and Support Engineering, the team that investigates technical defects, reproduces and triages bugs, and partners with Engineering to get them fixed and closed out with the customer.

Reporting to the VP of Customer Support and working alongside our Director of Tier 1 Support Operations, you'll lead managers and specialists within a roughly 60-person international support organization. That organization blends in-house teams with BPO partners and serves everyone from single-location practices to large dental service organizations (DSOs). You'll own the escalation path from the front line to Engineering, lead Support's response to critical incidents, and turn what we learn from escalations into product fixes and fewer tickets.

You won't be starting from scratch. We've built escalation SOPs, a bug escalation playbook, a P0/P1 incident process, and weekly metrics and watchlist governance. Your job is to make that system faster, sharper, and ready for our next stage of growth.

Outcomes You’ll Own:

Leadership & Team Development

• Lead, coach, and develop the managers and specialists across Tier 3 and Support Engineering, including hiring, performance management, and career development.
• Build a bench: clear role expectations, skill ladders, and a promotion path from Tier 1 and Tier 2 into Tier 3 and Support Engineering.
• Set a high bar for technical depth, customer communication, and ownership.

Escalations & Complex Resolution

• Own the escalation path end to end, from Tier 2 handoff through Tier 3 resolution and into Engineering, with clear criteria, SLAs, and no dead ends.
• Partner with Tier 1 leadership to keep escalations clean: the right issues, with the right information, at the right time.
• Own resolution of high-stakes issues for Enterprise/DSO and at-risk accounts, including our weekly customer watchlist.
• Establish and manage on-call coverage so critical issues are handled quickly, any time they happen.

Support Engineering & Bug Lifecycle

• Own the bug lifecycle from Support's side: triage, reproduction, severity, handoff to Engineering in Jira, follow-through, and closing the loop with every affected customer.
• Build a strong working partnership with Engineering and Product so bugs are prioritized on real customer impact.
• Lead support for our most technical areas, including practice management system integrations, payments, and telephony and AI voice.

Incident Leadership

• Lead Support's side of P0/P1 incidents: triage, internal coordination, customer communication, and postincident review.
• Partner with Product and Engineering on go-live readiness so launches don't turn into ticket spikes.

Voice of the Customer & Continuous Improvement

• Turn escalation and bug data into clear, prioritized insights that Product and Engineering can act on.
• Partner with Learning & Development and Tier 1 leadership to push knowledge down the tiers so more issues are solved at first contact.
• Use AI and automation, including Intercom Fin, to reduce escalation volume and speed up diagnosis.
• Own and report on escalation metrics, including escalation rate, time to resolution, escalation and bug aging, reopen rate, and CSAT on escalated cases.

What You'll Bring:

Experience

• 7+ years in technical support, support engineering, or escalations, including 3+ years in leadership and experience managing managers.
• A track record of building and scaling technical support or support engineering teams, ideally in B2B SaaS.
• Hands-on experience owning bug triage and escalation workflows with Engineering, including Jira.
• Experience leading a support team through production incidents and outages.
• Experience working with outsourced or BPO support partners.

Technical Skills

• Comfortable going deep: reading logs, working with APIs and integrations, and writing basic SQL.
• Intercom experience strongly preferred. Zendesk or Salesforce Service Cloud experience is also relevant.
• Experience applying AI tools to support workflows.

Leadership Skills

• Composure and sound judgment in complex, high-stakes customer situations.
• Clear, confident communication with customers, executives, and engineers alike.
• Data-driven: you use metrics to find problems and to prove progress.

Education

• Bachelor's degree or equivalent work experience

Bonus Points

• Healthcare technology or dental industry experience.
• Experience with practice management systems, payments, or VoIP/telephony

What You'll Love About Us:

• Flexible Paid Time Off + 10 company-wide paid holidays
• Competitive Medical, Dental & vision offerings, with buy up plan options, AND we match your HSA contributions.
• Fully Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors.
• Learning & Development Reimbursement program
• Company paid Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!

Please Note: All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.