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Q2 · 2 days ago

Director, Technical Customer Support

Austin, TX

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Q2 is a leading provider of digital banking and lending solutions, and they are seeking a Senior Director of Technical Customer Support to transform their global Customer Support organization. The role focuses on evolving support operations to be more predictable and experience-driven, while overseeing a large, distributed team and collaborating with various technical departments.

Financial ServicesFinTech

No H1B

Responsibilities

Partner with the SVP of Support to define, execute, and evolve the global Support vision and operating model

Design and mature pod-based (POD) support structures, operating rhythms, and governance

Diagnose operational challenges as system failures first, not individual performance issues

Clearly articulate 'what good looks like' and enforce consistent standards across regions and teams

Drive long-term strategies focused on predictability, experience outcomes (XLA), and scalability

Lead global support operations across India, Mexico, and the U.S. with 24/7 readiness

Enforce SOPs, QA standards, escalation hygiene, and rigorous case lifecycle management

Use data and metrics to reduce case variation, noise, and rework

Run predictable operating rhythms and reject inconsistency masked as team autonomy

Drive KPIs across SLA, XLA, customer sentiment, efficiency, and cost-to-serve

Champion and enforce adoption of AI-assisted workflows, automation, and advanced tooling

Ensure AI usage exceeds 95% across squads and becomes embedded in daily workflows

Oversee complex technical support involving cloud-native, containerized deployments, configuration changes, and redeployments

Partner with Engineering, SRE, DevOps, and IOC to improve diagnostics, logging, routing, and root cause analysis (RCA)

Ensure support processes integrate cleanly with CI/CD pipelines and DevOps practices

Operate effectively in a highly regulated environment with strong security and compliance hygiene

Lead and coach Support Managers, Pod Managers, and Squad Leaders

Build leadership bench strength and ensure managers operate independently

Hold leaders accountable with clarity, fairness, and consistency

Delegate effectively and measure success by how little day-to-day intervention is required

Create a calm, high-performance culture grounded in trust, discipline, and clear expectations

Focus beyond SLAs to customer effort, confidence, outcomes, and sentiment

Use experience signals (XLA, VOC, sentiment analysis) to guide priorities and investment

Improve customer outcomes without increasing cost or organizational stress

Lead through ambiguity, resistance, and transformation with empathy and decisiveness

Name resistance directly and navigate difficult conversations without defensiveness

Balance human-centered leadership with the rigor required for sustained change

Qualification

Technical support leadershipAI operationalizationCloud-native architecturesData-driven leadershipSystems thinkingConfiguration managementCross-functional collaborationITIL certificationSix Sigma certificationLean certificationJiraServiceNowPagerDutyGrafanaSplunkBilingual (English/Spanish)Bilingual (English/Hindi)

Required

Typically requires a Bachelor's degree in (relevant degree) and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent relevant work experience

Typically requires 5-7 years managing and developing employees

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

Proven success modernizing and scaling support organizations through operating model change

Strong systems-thinking mindset with the ability to design workflows, governance, and operating rhythms

Demonstrated experience operationalizing AI, automation, or advanced tooling in a support environment

Deep technical fluency in cloud-native architectures (e.g., containerization, orchestration) and build/release processes

Experience leading teams responsible for configuration changes and redeployments

Data-driven leader with a track record of reducing variation and improving predictability

Exceptional communication and cross-functional collaboration skills

This position requires fluent written and oral communication in English

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