Lead the EnterpriseRX level 3 technical support organization
Handle the most complex technical issues across EnterpriseRX and integrated solutions
Ensure exceptional service and responsive support for EnterpriseRX customers
Oversee resolution of complex platform and application issues
Collaborate with product & engineering on defect trends and systemic issues
Manage the Tier 3 operations budget and vendor strategies

12+ years of progressive experience in IT operations, technical support, or service delivery
4+ years of management experience leading managers, technical teams, or senior-level support specialists
Bachelor’s degree in Computer Science, Information Systems, or related field preferred
ITIL-aligned service management knowledge across incident, problem, change, and knowledge management
SQL proficiency or familiarity with the ability to guide and validate technical investigations
Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools

Director, Technical Support Engineering

Key skills