Director of Support & ProductionReporting To: Chief Technology Officer
SummaryThe Director of Support advances this mission by ensuring the people and businesses using Invessio's products receive reliable, consistent, and secure operational support. This role leads the end-to-end support function across Tier 1, Tier 2, and Tier 3 teams, creating the processes, service standards, data visibility, escalation paths, and cross-functional coordination required to resolve issues quickly and identify systemic risks. By connecting customer experience with Product, Engineering, QA, Security, Compliance, and Operations, the Director of Support helps protect platform reliability, customer trust, and the operational transparency central to Invessio's goals.
Duties and Responsibilities- Lead Tier 1, Tier 2, and Tier 3 support operations across onshore and offshore teams, including staffing, coverage, performance expectations, training, and escalation paths.
- Own the ticketing and service-management platform, including queues, workflows, routing, priorities, SLAs, permissions, documentation standards, backlog management, and reporting.
- Establish and maintain support processes for incidents, service requests, escalations, problem management, customer communication, and resolution.
- Coordinate high-impact incidents and escalations across Support, Engineering, Product, QA, Operations, Security, Compliance, leadership, and external partners.
- Own support data and operational reporting, including ticket volume, response and resolution times, SLA attainment, backlog aging, recurring issues, customer impact, capacity, and service trends.
- Identify recurring defects, process failures, and systemic issues; ensure root causes, corrective actions, accountable owners, and follow-through are documented and tracked.
- Maintain support SOPs, runbooks, troubleshooting guides, knowledge-base content, training materials, and documentation standards.
- Partner with Security, Compliance, and Legal on access concerns, security events, sensitive-data handling, fraud indicators, regulatory matters, audit requirements, and other support-related risks.
- Ensure support practices follow established security, privacy, access-control, data-handling, recordkeeping, and audit requirements appropriate to a fintech environment.
- Establish support-readiness requirements for new products and releases, including training, documentation, known issues, escalation contacts, monitoring, and operational handoffs.
- Manage service expectations and process consistency across offshore teams, vendors, and third-party support partners.
- Use support data and customer-impact trends to identify staffing needs, process improvements, automation opportunities, product issues, and emerging operational risks.
- Provide leadership with clear, fact-based visibility into support performance, customer impact, service capacity, major incidents, and operational risk.
Qualifications- Bachelor's degree in Business, Information Technology, Computer Science, Operations, or a related field, or equivalent relevant professional experience.
- 7+ years of progressive experience in technical support, customer support operations, service management, or technology operations, including 3+ years in a leadership or senior management role.
- Experience leading multi-tier technical support organizations (Tier 1, Tier 2, and Tier 3) and distributed onshore/offshore teams.
- Experience in fintech, financial services, banking, lending, payments, investment technology, or another highly regulated technology environment strongly preferred.
- Demonstrated ownership of enterprise ticketing or IT service-management platforms and working knowledge of incident, problem, request, escalation, and SLA management.
- Strong understanding of support metrics, operational analytics, capacity management, root-cause analysis, and continuous improvement practices.
- Experience coordinating production incidents and complex escalations across Engineering, Product, QA, Security, Compliance, Operations, and business stakeholders.
- Working knowledge of security, privacy, access-control, audit, and regulatory considerations associated with supporting financial technology platforms and sensitive customer data.
- Demonstrated ability to build scalable processes, documentation, knowledge-management practices, and operational controls.
- Strong leadership, communication, decision-making, and stakeholder-management skills with the ability to translate technical and operational issues into clear business impact.
- Ability to operate effectively in a fast-moving environment with multiple products, competing priorities, distributed teams, and evolving processes.
