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Q2 · 1 month ago

Director, Technical Customer Support

Austin, TX

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs. They are seeking a Director of Technical Customer Support to lead and scale global support operations, overseeing a distributed team to ensure operational excellence and customer satisfaction.

Financial ServicesFinTech

No H1B

Responsibilities

Partner with the SVP of Support to define and execute the global support vision and roadmap

Define and drive strategies for team scaling, automation, and customer experience

Collaborate with Product, Engineering, and DevOps to align support with technical initiatives and reduce support demand through product and process improvements

Lead and continuously improve support processes across time zones and regions (India, Mexico, US)

Ensure 24/7 operational readiness through regional alignment and resource planning

Drive KPIs across SLA adherence, customer satisfaction (CSAT), time-to-resolution, and efficiency

Stay current on industry best practices and apply them to optimize support performance

Oversee a high-touch support model that includes diagnosing complex issues in containerized environments, managing configuration updates, and supporting CI/CD and DevOps workflows in highly regulated environments

Develop and implement repeatable processes for configuration updates, build cycle management, and redeployment across environments

Ensure seamless integration with CI/CD pipelines and DevOps workflows

Operate in a highly regulated environment, maintaining both strong security and compliance hygiene

Lead and mentor a global team of Support Managers and Team Leads, fostering a high-performance and inclusive culture

Build clear career pathways and drive professional development across regions

Attract, develop, and retain top support talent across global regions

Promote a collaborative and inclusive work environment with clear career paths and training initiatives

Champion initiatives that reduce support friction and improve tooling, documentation, and self-service capabilities

Lead initiatives for automation and knowledge management to reduce ticket volume and increase scalability

Actively leverage AI tools to drive efficiency and scale support operations

Lead innovation by adopting emerging technologies and modern support practices that reduce friction and improve scalability

Qualification

Technical support leadershipCloud native architectureCI/CD workflowsITIL certificationSix Sigma certificationJira familiarityServiceNow familiarityBilingual (English/Spanish)Analytical mindsetCommunicationTeam leadership

Required

10+ years in technical support leadership, including experience managing large, globally distributed teams

Proven success in supporting software/SaaS products in a technically complex, customer-facing environment

Deep experience working in modern cloud native architecture (e.g. orchestration, Docker) and build/release processes

Experience managing teams responsible for hands-on configuration changes and redeployments

Proven ability to lead through change and develop high-performing teams

Strong analytical mindset with experience managing KPIs, SLAs, and operational dashboards

Excellent communication and collaboration abilities across all levels of an organization

Bachelor's degree in Computer Science, Engineering, or equivalent technical field (Master's preferred)

This position requires fluent written and oral communication in English

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time