Senior Director of Technical Support

At JFrog, we're reinventing DevOps to help the world's greatest companies innovate - and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit and just all-around great people. Here, if you're willing to do more, your career can take off. And since software plays a central role in everyone's lives, you'll be part of an important mission. Thousands of customers, including the majority of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production - a concept we call "liquid software." Wouldn't it be amazing if you could join us in our journey?

We are looking for a talented and experienced Senior Director of Technical Support to join the US based Support team. In this role, you are expected to oversee activities related to the Technical Support team, mentor, lead, and staff this growing group of accomplished engineers. Collaborate with other Support teams globally, Product managers, R&D teams, Sales and Marketing.

As a Senior Director of Technical Support at JFrog, you will:

• Lead, build and develop JFrog's Technical Support team located in the US.
• Manage day to day operations and provide support and direction to the Technical Support teams.
• Provide leadership through coaching, feedback, development goals, and performance management.
• Mentor group leaders and team members with regards to the customer journey and driving customer happiness.
• Define and implement methods, procedures, tools, and policies to ensure that high-quality service is delivered to customers.
• Ensure a high level of technical knowledge is maintained within the technical support teams.
• Manage customer relationships, customer satisfaction and escalations as part of our proactive support practice.
• Establish and manage communication channels within and among departments—being the liaison to provide customer feedback to the Senior Management Team.
• Strong ability to prioritize and multitask in a fast-paced environment.

To be a Senior Director of Technical Support in JFrog, you need:

• Excellent management and leadership skills with the ability to gain the respect and build trust with a high performing support organization.
• 6+ years in directly managing technical support teams and managing managers - hiring, performance issues, team motivation, attrition management, mentoring, career progressions etc.
• 4+ years of experience in leading a technical support group in a public company.
• Experience with supporting software products with critical impact on business/productivity.
• Experience with supporting international enterprise customers.
• Experience with international support groups, and 24x7 support operations.
• Excellent analytical and problem-solving skills.
• Strong ability to prioritize and multitask in a fast-paced environment.
• Customer orientation and excellent interpersonal skills.
• Excellent English verbal and written communication skills.
• Ability to be on call 24x7 on occasion.
• Ability to work weekends and holidays on occasion.
• Ability to travel as needed.

WHAT JFROG CAN OFFER…

• At JFrog, base salary is only one component of our compensation package.
• This position has a base salary range between $190,000 to $200,000. Base salary will be based on your skills, qualifications, experience and location.
• This position also includes an equity package of restricted stock units (RSU). In addition, JFrog employees are eligible to participate in our Employee Stock Purchase Plan.
• JFrog provides employees comprehensive benefits including medical, dental, vision, retirement, wellness and much more!
• Additionally, this role may be eligible for discretionary bonuses or commission payments.

JFrog is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status or any other category protected by law.