What You Will Do…

The Director of Technical Support will oversee and lead the technical support function at Nutrient to ensure the delivery of world-class service to our customers. This leader will manage the technical support team, implement strategies to enhance efficiency, and collaborate across departments to resolve complex technical challenges while closely collaborating with our Technical Support Lead.

You’ll be expected to have expertise in SDKs, APIs, and the application of AI to optimize support operations and continuously iterate as our customer base grows.

Your Impact...

Leadership and Strategy

Develop and implement a strategic vision for the technical support department aligned with Nutrient’s business goals across our low-code, workflow, and SDK product lines.
Lead, mentor, and grow a team of technical support professionals, fostering a customer-first mindset.
Monitor emerging trends in technical support and implement best practices to enhance team performance and capacities.
Understand how to execute effective strategies to prioritize and segment customers while balancing customer priorities and severities.
Evolve and scale support procedures, policies and activities that inform the long-term vision for the program and the necessary investments.

Data - Driven

Establish and optimize workflows, SLAs, and KPIs to ensure efficient resolution of customer inquiries.
Identify and implement tools and technologies, such as GenAI, that enhance support operations and customer experience.
Regularly review performance metrics and create action plans to address gaps.
Communicate KPI achievement and performance with the executive team and across the wider Support and CS teams
Simplify and speed up decision making by ensuring that every issue has an owner, that every decision has data backing it up, and that every issue relates to a priority, goal or KPI

Customer Experience

Act as the escalation point for high-priority or complex issues, ensuring timely and satisfactory resolutions and in close collaboration with customer success, sales, and engineering teams.
Gather customer feedback to inform product improvements and align support services with customer needs.
Work with engineering and marketing teams to create technical documentation, FAQs, and knowledge bases.
Expand the customer experience across North America, EMEA, and APAC with the respective time zone and resources coverage

Collaboration and Innovation

Collaborate with product and engineering teams to address systemic issues and improve product reliability while balancing customer satisfaction with business interests.
Lead and triage high-stakes customer interactions and escalations, including coordinating efforts across internal and external technical teams and stakeholders
Drive the creation of scalable processes to support a growing customer base.
Partner with the sales and customer success teams to support new customer onboarding and retention.
Build a tiered, paid offering in alignment growth of our mid-market and enterprise customers globally

Who You Are…

Required:

Proven leadership experience in a technical support or customer success role, ideally in a SaaS or tech environment.
Experience with CRM systems, ticketing tools, and analytics platforms.
Hands-on experience with software engineering.
Strong technical aptitude and familiarity and/or proficiency with web, backend and mobile software development frameworks.
Excellent problem-solving skills and a data-driven approach to decision-making.
Exceptional communication and interpersonal skills that align well with a globally-distributed organization
Humble, servant leader that thrives in an environment with evolving processes and structures

Preferred:

Track record of leading support operations through periods of rapid growth.
Experience with Developer Tooling (libraries and SDKs).
Experience with document technology and workflows.

Our values...

Individual Impact: Every single person has a role to play in making this company faster. Own your work, projects and initiatives, and be fully responsible for driving them forward.
Ownership and Deadlines: Every initiative, task, work, etc should have one clearly publicly stated owner that is driving the above from origin to completion with a publicly stated ambitious deadline that ensures we are stretching, innovating, and problem solving to accomplish things faster rather than letting the time decide how long something should take
Extreme Focus on One Priority: There's always more work, but let's work on the right thing at the right time. Identify the single most important initiative for you and your team, and focus your energy on it whether it's for the hour, the day, the week, month, quarter, year. Multitasking is the enemy of excellence.

Bias Toward Action: Speed is our biggest asset. If something can be done today, don't delay. Inaction is not tolerated here. We should all feel empowered to make decisions and move things forward, and if you're blocked, raise your hand quickly.

What We Do…

Nutrient delivers the building blocks to accelerate digital transformation for modern businesses. Nutrient’s SDKs, cloud-based document processing, low-code solutions for M365, and workflow automation platform transform document ecosystems. The company powers thousands of organizations worldwide, including more than 15 percent of Global 500 brands, thousands of commercial businesses across 80 nations, and more than 130 public sector organizations in 24 countries.

Nutrient is on a mission to evolve the human experience with documents, and its products are the integration of industry-leading document and workflow automation technology from PSPDFKit, ORPALIS, Aquaforest, Muhimbi, and Integrify. To learn more, visit www.nutrient.io.

Who We Are…

Nutrient hires people who are curious, creative, communicative, and collaborative. We promote people who make an impact, who demonstrate accountability and ownership, and who pursue progress over perfection. We pride ourselves on being a high performance, highly empowered individual contributor workplace that is optimized for impact over activity. We believe in radical transparency and candor, where feedback is given with empathy and heard with trust. We believe problems are solved and progress is made by individuals taking self-initiative.

We are a globally distributed company, backed by Insight Partners, based in Raleigh, N.C. with a mostly remote team. Some roles work a hybrid schedule in one of our offices in US, UK, France, and Austria. We are a low meeting culture company and believe in the effectiveness of asynchronous communication. Working time should overlap with most of the team across the US, Europe and Asia. If working from the US, you must be located in Florida, North Carolina, Ohio, South Carolina, Tennessee, Texas, or Virginia for payroll processing.

Every year, we host a company gathering at an offsite location; past locations have been in Croatia, Italy, Spain, Greece, Austria, Portugal, and Hungary. Team members have access to competitive market salaries along with benefits. Above all, we emphasize continuous growth, urging our teams and individuals to seek out feedback, be open to changing their minds, and to constantly be pursuing avenues of learning and innovation.

Must have Nutrient Character Traits:

Low Ego

Speed of Learning

Curiosity to Understand

Self-Initiative

Ownership

Excitement to Take Action

Nutrient believes in equal opportunity, we employ people from many different cultures and countries. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, skill sets, perspectives, as well as providing our employees with a work environment free of harassment. We do not discriminate on the basis of race, color, religion, age, marital status, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity or expression, or any other non-merit factor. We are especially interested in receiving applications from individuals who are underrepresented in the tech industry.

Director of Technical Support