Director of Application Support

Reorg is looking for a Senior Director of Application Support who will manage and oversee the Application Support team, ensure the smooth operation of our client's applications and software solutions, and work closely with the CSM team. You will play a crucial role in providing exceptional technical support, mitigating issues, and maintaining solid relationships with internal stakeholders (CSM, QA Team, Engineering Team) and clients. This role will require strong leadership, technical expertise, and the ability to collaborate with various stakeholders to meet business objectives.

Responsibilities

• Lead and manage the Application Support team, including hiring, training, and performance evaluations.
• Develop and implement strategies to enhance the performance and efficiency of the support team.
• Oversee the day-to-day operations of the support team, ensuring timely response and resolution of client issues.
• Continuously improve support processes to meet or exceed SLAs.
• Analyze support ticket data to identify trends and areas for improvement.
• Maintain a high level of customer satisfaction by providing exemplary support services to both internal and external stakeholders.
• Develop and maintain documentation and knowledge resources for the support and CSM teams.
• Participate in escalated client issues, providing technical expertise and resolution when needed.

Requirements

• Proven experience in leading and managing a technical support team.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience.
• Strong understanding of application support best practices.
• Excellent problem-solving and communication skills.
• Proficiency in using support ticketing systems.
• Ability to work well under pressure and meet deadlines.
• Minimum 5+ years of experience in managing and leading teams.
• Exceptional customer service skills and a customer-centric mindset.
• Knowledge of Jira Service Management, SendGrid, and Postmark.
• Knowledge of SQL is a plus.

At Reorg, we consider a range of factors in connection with compensation decisions, including experience, skills, location, and our business needs and limitations. As a result, compensation may vary within and across similar roles and positions. Please note that the salary range information below is a good faith estimate for this position and actual compensation for any individual may fall outside this range if warranted by the circumstances applicable to that individual. If we identify a role that would be suitable for a broader range of skills and experience such that we would consider hiring at multiple levels then the range listed below may reflect that breadth.

The salary range estimate for this position is $200,000-$225,000 plus an annual bonus. 

The actual compensation will be at Reorg’s sole discretion and will be determined by the aforementioned and other relevant factors. This position is eligible for an annual year-end performance bonus.