Location: In order of preference (but not required):
- Eastern Time Zone, US
- Central Time Zone, US
The OpportunityThis isn't just about managing a support team; it's about building the entire post-sale technical experience for a rapidly growing global hardware company. The
Director, Technical Support Services - Americas - Remote US, will be the ultimate advocate for our customers, ensuring their voice directly influences our product and service priorities.
You will have the autonomy to design a support model that is as elegant and reliable as our products. This is a high-impact, high-visibility role where you will continue to build the team, processes, and strategies that will define Neat's reputation for world-class customer experience.
What You'll Achieve...- Lead & Mentor: Cultivate an industry leading team of support engineers in the US. You won't just manage - you will coach, develop and empower your team to solve complex technical challenges and become trusted experts.
- Architect the Strategy: Design and scale the systems, processes, and knowledge that define Neat's support experience. You will own the KPIs, but more importantly, you will drive the strategy behind them.
- Champion Seamless Partnerships: Interface directly with peers at Microsoft, Zoom, Google, and other Neat partners. You'll go beyond simple ticket handoffs to present a unified and effortless support journey for our joint customers.
- Be the Voice of the Customer: Act as a critical feedback loop to our Product and Engineering teams. You'll use data and customer stories to provide actionable insights that directly shape the supportability and quality of our future hardware and software.
- Build for the Future: In concert with the broader Neat Customer Experience team, you will design premium support offerings, prepare the team for new product introductions, and ensure our support organization is always one step ahead.
Who We are Looking For...- You are a "player-coach" leader who inspires excellence, fosters a culture of continuous learning, and isn't afraid to roll up your sleeves to solve a tough problem.
- You see support not as a cost center, but as a key product and critical driver of customer loyalty, retention, and brand reputation.
- You thrive on building systems and processes from the ground up in a dynamic, fast-growing environment.
- You are a great communicator and relationship-builder, capable of earning trust with everyone from a frontline engineer to an executive at a key customer.
Qualifications:- Proven experience leading and scaling technical support teams, preferably within a videoconferencing, AV, or unified communications company.
- Technical fluency in videoconferencing, enterprise networking, telephony, and AV technologies.
- Demonstrable success in creating and implementing support strategies, policies, and workflows that balance customer satisfaction with business needs.
- Experience partnering closely with Product Management and Engineering teams to improve product quality and supportability.
- Exceptional presentation skills - comfortable leading customer meetings, training sessions, and internal strategy reviews.
- Hands-on experience with modern support and CRM platforms (e.g., Zendesk, Netsuite, Salesforce, Jira).
Compensation & BenefitsPay Range: $150,000 - $170,000 per year. Actual compensation will be determined based on factors such as the candidate's relevant experience, skills, and internal equity. This position is eligible for our comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan, and an unlimited PTO policy.
Department Solution Engineering and Technical Support Locations United States
