About Us:

At nTopology, we are passionate about building next-generation engineering solutions. We enable the most innovative engineering companies in the world to transform how they develop, test, and manufacture better products faster. Our software has been used to engineer mission-critical satellites, deliver stronger and lighter medical implants for patients in need, and allow engineers to create complex, high-performance products never before possible. And our technology enables companies to fully utilize advanced manufacturing methods like 3D Printing.

If a fast-paced, collaborative and high-performing environment excites you, we'd love for you to join us. We are looking to add smart ambitious teammates who are passionate about problem-solving and passionate about technology.

Does this sound like you?

nTopology is hiring for a Director of Product Support. At nTopology, we have built an excellent support culture with our team and with our customers. As Director of Product Support, you will be responsible for scaling that experience for customers while also scaling our teams, processes, tools, and analytics. You’ll also work cross-functionally with other stakeholders to continually improve internal processes and serve as a key leader in the Product organization.

This role reports to the VP of Product.

What You'll Do

• Create and implement effective end-to-end customer support processes, policies, systems, and operating procedures that directly impact company goals and customer experience
• Lead, coach, and mentor the support team. Ensure the team is highly engaged, confident, and continuously exercising good judgement and decision-making skills
• Report on and monitor customer support performance metrics and develop strategies to improve where needed
• Administer and ensure the quality of our support technology stack
• Own escalated support issues. Problem solve and resolve difficult issues
• Identify technical issues and suggest product enhancements. Consistently communicate data-driven insights and recommendations to all key stakeholders
• Oversee team recruitment and build training and growth programs for both new and existing support team members
• Serve as a key leader in the Product organization. Partner closely with Engineering and Customer Teams to continually improve internal processes

Who You Are

• 6+ years experience in customer support leadership within a SaaS organization
• 2+ years hiring, training, coaching, and nurturing top talent
• Demonstrated ability to collaborate cross-functionally to improve processes
• Willing to get in the weeds with direct reports
• Proven project management and communication skills
• Proven ability to select, implement, and oversee support tools and technologies, with specific experience in Zendesk
• Proven track record of driving improvement with impactful and measurable results
• Strong analytical skills, with a data-driven, metrics-oriented mindset
• A background in technical troubleshooting with hardware, software, and web-based products
• Prior experience with knowledge management techniques, specifically Knowledge-Centered Service (KCS)
• Flexibility and experience managing in fast-paced, high-growth environments

It's a Plus If You Also Have

• Previous experience supporting customers in the design, engineering, and/or manufacturing industries, with an understanding of their unique needs
• Experience with Salesforce, Catalyst, Jira, and/or Zendesk

Benefits

• Competitive salary
• Outstanding PTO and leave policy
• Stock options
• Healthcare with optional Dental and Vision plans
• 401k with matching
• STD & LTD
• Work From Home Stipend
• Weekly Team Lunches

nTopology is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. nTopology is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.