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Customer Support / Technology and IT
Customer Experience TAC Director Full Time
Responsibilities
- Manage daily activities of Technical Support engineers or FAEs
- Handle technical case assignments, customer escalations, and resolutions
- Engage with sustaining engineering and development teams
- Oversee TAC lab, issue replication, and knowledge base article creation
- Train, coach, and manage TAC engineers and contractors
- Define and enforce TAC procedures and performance metrics
Requirements
- 12+ years in technical support troubleshooting (Networking, Storages, Servers)
- 8+ years in TAC management experience
- Expertise in network hardware, topologies, and protocols
- Proficiency in C and scripting languages (Python/Go)
- Experience in customer interface and managing escalations
- Strong leadership, financial forecasting, and business acumen
- Familiar with technical support processes and KB tools
- Bachelor’s degree in CS/EE or related fields; Master’s or MBA is a plus
Benefits
- Salary range: $166,000 – $228,000 USD/year
- Remote position with occasional travel
- Flexible work locations near major US airports
- Comprehensive health benefits and financial planning support
