SENIOR DIRECTOR OF TECHNICAL SUPPORT SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Mai 28, 2025 - The Senior Director of Technical Support brings direct industry experience with a strong background in management and progressive technical expertise. This role requires proficiency in budgeting, advanced problem-solving, and the ability to mentor both technical service professionals and sales teams. The director also has excellent communication and analytical abilities, with a focus on root-cause analysis and effective decision-making.

Essential Hard and Soft Skills for a Standout Senior Director of Technical Support Resume
  • Budgeting
  • Root Cause Analysis
  • Microsoft Office
  • Technical Problem Solving
  • Oil and Gas Operating Systems
  • Technical Service Management
  • Data Analysis
  • Product Selection
  • Chemical Manufacturing Knowledge
  • Service Process Optimization
  • Leadership
  • Communication
  • Time Management
  • Decision Making
  • Mentoring
  • Coaching
  • Team Collaboration
  • Critical Thinking
  • Adaptability
  • Conflict Resolution

Summary of Senior Director of Technical Support Knowledge and Qualifications on Resume

1. BS in Information Technology with 8 years of Experience

  • Experience in technical support or support delivery
  • Experience working as a senior leader.
  • A strategic thinker, able to come up with out-of-the-box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics.
  • Be a thought leader that stays abreast of trends in the support industry.
  • Must be a strong leader with the ability to attract, motivate, retain, and develop people.
  • Ability to influence and build bridges with peer teams, including those outside of the support organization.
  • Strong operational discipline with an analytical and process-oriented mindset.
  • An analytical problem solver who can tackle big challenges with a sense of urgency.
  • Proven track record of exceeding goals and achieving growth and success.
  • Strong oral and written communication skills.
  • Able to work in a dynamic, ever-changing environment with a strong bias toward action.

2. BS in Electrical Engineering with 9 years of Experience

  • Management experience, managing large/scaling/geographically distributed teams in a software product/technical support department.
  • Must be a strong leader - Entrepreneurial and "lead from the front".
  • Deep experience building and leading geographically distributed technical support organizations.
  • Have a strong empathy for customers.
  • Proven experience building strong internal and external relationships
  • The ability to articulately present and debate recommendations at the executive level.
  • The ability to understand the products team is responsible for supporting.
  • Must have an analytical, data-driven, and process-oriented mindset.
  • Experience working with analytics, data, or business intelligence products.
  • A good working knowledge of Salesforce
  • Knows and understands the importance of being an effective leader in all situations.
  • Understands both proactive and reactive escalation management practices and how to collaborate with other teams to best support customers. 

3. BS in Engineering Management with 12 years of Experience

  • Direct industry experience, including previous management experience and progressive technical experience
  • Experience working with the overall budgeting process
  • Proficient with Microsoft Office (Excel, Word, Access, PowerPoint)
  • Effective time management, and ability to multi-task.
  • An understanding or experience with analytical, technical, and manufacturing of ChampionX chemicals along with product selection, delivery methodology, application, monitoring and root cause analyses
  • Ability to mentor and train both Technical Service Professionals and sales force group
  • Experience with types of oil and gas operating systems
  • Superior analytical skills combined with initiative, sound judgment, flexibility, research, and decision-making competence
  • Excellent communication (written and verbal)
  • Advanced problem-solving skills
  • Bilingual, fluent in English and Spanish or Portuguese

4. BA in Business Administration with 15 years of Experience

  • Experience working in the software industry and/or cloud platform industry
  • Experience leading through leaders toward their growth in enabling the success and productivity of individual contributors who are handling customer cases 
  • Direct Support and/or Support services-related experience with a proven track record of delivering business value and improvement.  
  • Experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment. 
  • Experience managing enterprise customer relationships in Technical Support, Technical Support, Business Operations, or other Support Delivery based organizations. 
  • Working experience in the process creation, improvement, and alignment with Business Units. 
  • Technical competence in Service/Platform/Infrastructure(SaaS/PaaS/IaaS) architectures, application, use and management. 
  • Excellent verbal, written, communication, and receptive listening skills.
  • High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions. 
  • Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients. 
  • Understanding of Data Warehouse fundamentals and concepts. 
  • Ability to adapt, to be flexible, and to learn quickly in a dynamic environment. 
  • Excellent team player, able to work with virtual and global cross-functional teams. 
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