Senior Director, Technical Support

Customer.io is looking for a Senior Director, Technical Support to lead their Technical Support organization. The ideal candidate will have 10+ years of experience in Technical Support or related roles, with a strong technical background and experience with AI and automation. They will be responsible for designing and deploying AI-driven workflows, building scalable support systems, and partnering with Engineering and Product teams to influence the roadmap through data-driven customer insights.

Requirements

• 10+ years in Technical Support or related technical customer-facing roles
• 5+ years in senior leadership (Director/Senior Director)
• Deep technical fluency — comfortable understanding and debugging APIs, integrations, data flows, event pipelines, and customer architectures
• Hands-on experience with AI and automation in a support context
• Proven ability to scale a technical support function efficiently
• Strong cross-functional partnership with Engineering and Product teams

Benefits

• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums
• 16 weeks paid parental leave
• Unlimited PTO
• Stipends for remote work and wellness
• Professional development budget