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Job Title : Director, Technical Support
Location : Pune
The Director of Technical Support is responsible for leading a global technical
support organization that delivers world-class customer support for enterprise
customers operating in complex SaaS and cybersecurity environments. This role
provides strategic leadership, operational direction, and technical oversight to
ensure the successful delivery of support services that drive customer
satisfaction, product adoption, and long-term customer success.
The Director will lead and mentor highly skilled technical support teams across
multiple regions, ensuring operational excellence, rapid incident response, and
proactive customer engagement. This leader will establish explicit priorities,
accountability frameworks, and performance standards to ensure the support
organization operates efficiently while maintaining the highest levels of
customer experience.
As a senior leader within the Customer Experience organization, the Director of
Technical Support will act as the primary escalation authority for critical
customer incidents and security-related issues, coordinating closely with
Engineering, Product Management, QA, and Operations to drive rapid resolution
and transparent communication during high-impact events.
This role also serves as a key advocate for the voice of the customer, ensuring
that product feedback, usage insights, and support trends are shared with
internal teams to continuously improve product quality and customer experience.
Required Qualifications
* Minimum of 15 years of experience in delivering enterprise-grade technical
support for large-scale IT environments and SaaS platforms.
* 5+ years of leadership experience managing technical support teams, including
at least two years in senior management roles.
* 6+ years of experience in enterprise technical support or customer-facin
📌 Director, Technical Support (Pune)
🏢 Qualys
📍 Pune