Director of Technical Support

NiCE SystemsPhilippines - Manila

On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

Qualifications for this role include:Proven experience in a technical support leadership role. Strong analytical skills with the ability to turn data into actionable insights. Exceptional communication and interpersonal skills, particularly at the executive level. Demonstrated ability to influence without direct authority and drive cross-functional collaboration. Expertise in operational excellence and customer service management. Ability to lead and inspire a diverse team.

About the job

What does the role entail?

We are in search of a seasoned and strategic Director of Technical Support to spearhead our global, high-performing support team. This role demands a proactive leader who is results-oriented, dedicated to continuous improvement, and an advocate for our customers. You will elevate support quality by utilizing data insights to enhance product offerings, promote proactive support strategies, and encourage collaboration across Engineering, Product, Operations, and Sales. Your leadership will be pivotal in scaling our support operations while ensuring that customers receive exceptional service.

As the Director of Technical Support, your key responsibilities include developing and implementing a comprehensive support strategy focused on measurable customer success, operational excellence, and sustainable business growth. You will oversee a diverse regional team dedicated to addressing complex issues and consistently achieving or surpassing service-level agreements (SLAs). Your leadership will foster a culture of accountability, technical expertise, and continuous improvement.

The ideal candidate is a transformational leader with extensive technical knowledge, robust program management skills, and excellent communication abilities at the executive level. You excel at turning data into actionable insights, influencing stakeholders effectively, and building teams that consistently achieve remarkable customer outcomes.

In this role, you will guide AI-driven operational excellence, ensure high-quality case resolution, and prepare the technical organization for future challenges. Establishing strategic direction, enforcing disciplined execution, and ensuring that managers and engineers are equipped to meet both current and emerging business needs will be your priorities.

About NiCE Systems

NiCE Systems is a forward-thinking organization committed to driving innovation and excellence in customer service. We believe in challenging the status quo and continuously improving our processes to deliver the best results for our clients.

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