Director, Technical Support

Waterloo / Ontario

Customer Support - Technical Support /

Full-Time /

Hybrid

**Who We Are; What We Do; Where We’re Going**

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you

**Role Summary**:
The Director, Technical Support - Mobile Access and Extraction (MA&E) is responsible for overseeing the delivery of world-class support for Magnet’s mobile access and extraction products. You’ll work closely with senior leaders to drive support operations for the MA&E team that align with Magnet’s business objectives. As the voice of the customer, you’ll work cross-functionally to share insights that help shape the product and customer experience.

You’ll lead a global team of regional managers, first line support reps, and escalation engineers who are responsible for providing technical support to Magnet’s Graykey and Verakey customers.

This position reports to the VP, Customer Experience.

**Role Responsibilities**:
- ** Operational excellence**:

- Oversee technical support operations, including ticket management, ticket resolution, and overall service levels for the MA&E group in the Technical Support org.
- Provide recommendations to optimize resource allocation, staffing, and training to meet customer needs.
- Leverage new tools and technology—including AI—to continuously improve operations and support processes.
- Foster a customer-centric approach to support, including meeting or exceeding SLAs, a focus on timely and thorough issue resolution, and professional and empathetic customer interactions.
- Partner with TS Operations to ensure compliance with department SOPs and provide input into best practices and support operations.
- **
Leadership and strategy**:

- Develop and execute a comprehensive MA&E support strategy that measures quality, standardizes SOPs, and surfaces data and customer insights to influence product strategy and drive operational efficiencies.
- Define an enablement strategy to empower Technical Support reps with the product knowledge they need to work efficiently and independently.
- Lead, mentor, and inspire a talented team of managers and support engineers.
- Collaborate with other senior leaders to align MA&E support operations with product strategies and business objectives.
- Hire and develop world-class talent throughout the technical support org.
- **
Metrics, reporting, and planning**:

- Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends.
- Provide input into operations-related plans, budgets, and policies and procedures to achieve the organization’s customer satisfaction and responsiveness objectives.
- Identify product and process improvements that drive customer loyalty and satisfaction throughout the product lifecycle.
- Define and monitor key metrics to ensure product performance and supportability.
- Define and track key performance indicators (KPIs) related to support effectiveness.
- Regularly report on support metrics to executive leadership.
- Use data-driven insights to identify areas for improvement.
- Set annual OKRs for your team and report on progress at monthly, quarterly, and annual reviews.

**Qualifications**:
- 10+ years of experience leading customer-facing support teams
- Proven ability to set a clear direction for operational excellence and to drive transformational change
- Strong collaborator, diplomat, and team player who can be hands on when required
- Demonstrated ability to build, grow, lead, and inspire a team- Strategic thinker with solid problem-solving and decision-making methodologies
- Highly collaborative with an ability to influence within and across teams to align on strategic initiatives and challenge the status quo
- Exceptional communication skills, with an ability to communicate complex concepts to both technical and non-technical users
- Ability to conceptualize, present, and sell ideas internally and externally
- Critical thinker with the ability to think deeply and qualitatively about business problems
- Experience with Salesforce Service