DIRECTOR OF TECHNICAL SUPPORT SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Mai 28, 2025 - The Director of Technical Support has experience in service management and technical support, particularly in large, complex web-based service environments. With a strong customer-first mindset, this position demonstrates the ability to manage Enterprise support for public sector clients, ensuring exceptional care and driving solutions across cross-functional teams. The director possesses strong analytical, problem-solving, and communication skills, with a proven track record of delivering on departmental goals, managing key metrics, and resolving issues efficiently through various ticketing systems like Salesforce Service Cloud.

Essential Hard and Soft Skills for a Standout Director of Technical Support Resume
  • Technical Support Management
  • Service Management
  • Enterprise Support
  • Web-Based Service Technology
  • Ticketing Systems
  • Root Cause Analysis
  • Database Support
  • Data Platform Technology
  • Problem Resolution
  • Systems and Process Development
  • Customer-Focused Mindset
  • Communication
  • Negotiation
  • Problem-Solving
  • Leadership
  • Analytical Thinking
  • Adaptability
  • Conflict Resolution
  • Time Management
  • Team Collaboration

Summary of Director of Technical Support Knowledge and Qualifications on Resume

1. BS in Software Engineering with 6 years of Experience

  • Experience in retail, hospitality, or QSR, with a focus on end-user/location support
  • Experience in customer service partnering with meeting the needs of the end-user
  • Technical help desk experience including lead/supervision experience
  • Experience standing up help desk/call center, ideally via a third-party supplier
  • Experience with telephony and CMS platforms
  • Experience in analyzing system logs and other data to identify trends and identifying root causes or probable issues.
  • Experience in supplier partnership and management
  • Experience in process creation and implementation
  • Understanding of common SLAs including ASA, overall SLA, AHT, MTR
  • Sufficient technical background to understand how systems integrate, hand off data, and trace those systems' attempts to triage hard-to-solve problems.
  • Ability to prioritize activities including time management and organizational skills.
  • Solid written, oral, and interpersonal communication skills.

2. BS in Computer Science with 11 years of Experience

  • Experience in a technical support role with experience in management including building a tech support team from the ground up
  • Highly experienced in root cause analysis and coordinating incident responses.
  • Experience supporting SaaS implementations, application development integrations, DevOps, and SaaS architectures.
  • Experience working with APIs and API integration with various programming languages.
  • A self-starter approach to work and the ability to adapt and thrive in rapidly changing circumstances.
  • Excellent oral and written communication skills.
  • Excellent customer service and conflict resolution skills.
  • Fluent in tech monitoring and support tools, systems, and techniques
  • Cryptocurrency knowledge and experience.
  • Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes.
  • Excellent change management skills.
  • Prior experience in a data-driven environment.

3. BS in Information Technology with 7 years of Experience

  • Be an excellent manager and leader of people and able to earn the respect of a highly technical and top-performing support team.
  • Proven experience with the ability to manage managers as well as individual contributors.
  • Must have hands-on technical support experience and managing high-profile customers.
  • Experience in directly managing a technical support team (including hiring, performance management, team motivation, managing risk, providing mentorship, and career progressions).
  • Experience with supporting an array of products with a high impact on business/productivity.
  • Experience supporting Enterprise customers.
  • Global experience, with the ability to operate in a 24/7- “Follow the Sun” Model
  • Excellent analytical and problem-solving skills
  • Customer orientation and excellent interpersonal skills
  • Excellent verbal and written communication skills
  • The ability to be on call as required.

4. BS in Systems Administration with 10 years of Experience

  • Experience managing technical support professionals
  • Experience working with support tools and phone systems
  • Ability to effectively work with tight schedules and a fast-paced environment, and flexible to work on weekend shifts as per Business Needs
  • Excellent written and verbal communication skills
  • An analytical bent of mind with excellent operational skills
  • Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
  • The ability to understand and escalate issues efficiently and appropriately
  • Demonstrate strong work ethic and advanced organizational skills
  • Experience developing and delivering creative business solutions for complex problems
  • Ability to effectively work with tight schedules and a fast-paced environment
  • Ability to attract, hire, and retain high-performing support professionals
  • Functional or technical salesforce.com application knowledge
  • Must embody Salesforce values and provide exemplary leadership

5. BS in Network Engineering with 13 years of Experience

  • Technical support and service management experience
  • Experience in a supervisory role in a public sector space
  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology
  • Ability to represent the needs of public sector customers and infrastructure and help build out processes and systems for that environment
  • A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
  • Proven capability of delivering on departmental goals and key metrics
  • Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
  • A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards
  • Strong analytical and problem-solving skills
  • Strong technical aptitude and excellent communication and negotiation skills, both oral and written
  • Extensive experience in one or more ticketing systems - Salesforce Service Cloud 
  • Experience supporting a database, data warehouse, or data platform technology in a SaaS environment
  • Experience facilitating solution-building across cross-functional teams and driving complex projects to achieve a shared goal
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