Director, Customer Support (AI-Powered Contact Center)

What You’ll Do:

• Own complex customer issues from intake through verified resolution, including impact assessment, reproduction, technical investigation, mitigation, escalation, and customer communication.
• Diagnose issues using logs, cloud observability platforms, SQL, APIs, dashboards, carrier records, and internal diagnostic tools.
• Safely execute approved production configuration and Change Management requests using documented validation and rollback procedures.
• Create actionable Engineering and QA escalations with clear reproduction steps, technical evidence, customer impact, and expected behavior, and actively monitor defects through resolution.
• Participate in a global on-call rotation and serve as a first technical responder for critical customer-facing interruptions.
• Coordinate high-severity incidents across customers, Engineering, SRE, Product, Customer Success, and external telecom providers; identify mitigations and provide accurate, time-bound updates.
• Troubleshoot CCaaS and telecommunications systems, including voice, SMS, SIP, routing, number provisioning and porting, BYOC, CRM integrations, virtual agents, and CPaaS-provider behavior.
• Convert investigations and resolved issues into reusable playbooks, troubleshooting guides, and customer-specific operational knowledge.
• Contribute to customer reports, root-cause analyses, post-incident reviews, and continuous improvements to support quality and scalability.

Qualifications:

• Five or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.
• Demonstrated ability to methodically troubleshoot complex technical problems across multiple systems and distinguish symptoms from root causes.
• Experience interpreting logs, API responses, network or protocol behavior, and structured data; working knowledge of SQL and cloud observability tools is strongly preferred.
• Strong written and verbal communication skills, including the ability to explain technical findings to customers and communicate customer impact to engineers.
• Proven ability to manage competing priorities, maintain clear case documentation, and drive issues to closure in a ticket-tracking system.
• Sound judgment under pressure and willingness to participate in an on-call rotation.
• Strong customer orientation, collaboration skills, curiosity, and a habit of improving documentation and processes after solving a problem.
• Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments is strongly preferred.
• Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms is helpful.
• Formal education in computer science is not required; equivalent practical experience is valued.