Director, Technical Support

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about?. We are looking for an experienced, strategic Director of Technical Support to lead a global, high-performing support team. This position requires a proactive leader who is results-driven, passionate about ongoing improvement, and deeply committed to advocating for customers. You’ll enhance support quality by leveraging data insights to drive product improvements, encourage proactive support methods, and foster collaboration across Engineering, Product, Operations, and Sales. Your role will help the company scale its support operations while ensuring customers always receive exceptional service. As Director of Technical Support, your responsibilities include creating and executing a thorough support strategy focused on measurable customer outcomes, operational excellence, and long-term business growth. You’ll manage a regional, multidisciplinary team tasked with resolving complex issues and consistently meeting or exceeding SLAs. Your leadership will promote accountability, technical expertise, and a culture dedicated to continual improvement. The ideal candidate is a transformational leader with comprehensive technical knowledge, strong program management skills, and excellent communication ability at the executive level. You know how to turn data into actionable decisions, influence stakeholders without direct authority, and build teams that consistently deliver outstanding customer results. The Director oversees AI-driven operational excellence, guarantees consistent high-quality case resolution, and prepares the technical organization for the future. This role establishes strategic direction, enforces disciplined execution, and ensures managers and engineers are ready to meet both current and emerging business needs. Our Mission: We leverage global expertise and advanced AI to efficiently address challenges, delivering outstanding experiences that foster trust, loyalty, and sustainable growth. Core Behaviors Exemplified by Leaders in a World-Class Support Organization: Customer Obsession: We emphasize genuine resolution and customer assurance over mere case closure, evaluating our effectiveness by outcomes achieved for customers rather than operational metrics. Ownership: We maintain comprehensive responsibility for each issue across teams and regions, ensuring accountability and smooth transitions. Our customers perceive and interact with one unified company. Relentless People Development: We commit to ongoing coaching and continuous learning, strengthening individual and team capabilities. We acknowledge that exceptional talent is central to providing superior customer experiences in a dynamic business landscape. Respect, Cultural Awareness, and Collaboration: We cultivate an inclusive and respectful workplace that values global perspectives. Strong collaboration and cultural understanding are fundamental to delivering world-class, AI-powered support How will you make an impact? Operational Excellence, AI Enablement Performance Management Drive AI and automation adoption for faster, consistent case resolution Match staffing to business needs now and in the future Ensure accountability for AI use and results Use data and automation for ongoing process improvements Set standards for prompt, accurate resolutions at all levels Review KPIs and quality regularly Guide managers to coach teams with performance data Leadership Talent Development Make managers responsible for execution and coaching. Build a culture of ownership and improvement. Develop strategic and technical skills, including AI-assisted problem solving. Identify and address skill gaps for new technologies. Partne ... (truncated, view full listing at source)