Engineering Director - Customer Support Platform

Who we are looking for :

We are looking for a senior engineering leader who has built and scaled a B2B customer support experience platform - technology that enables businesses to manage customer queries, support workflows, ticketing, escalations, service operations, and customer interactions at scale.

The ideal candidate has owned engineering for products such as helpdesk platforms, customer service software, contact centre platforms, customer support automation, or omnichannel customer engagement solutions.

This is a hands-on engineering leadership role requiring strong backend architecture expertise, multi-team leadership, and experience building reliable, enterprise-grade support products.

Must-have requirements :

• 10 - 20 years of engineering experience, including at least 3 years leading engineering managers or multiple engineering teams.

• Direct experience building a B2B customer support platform - not merely using support tools or managing a customer support function.

• Experience building one or more of the following :

• B2B helpdesk and ticketing platforms

• Customer service and support management software

• Contact centre or omnichannel support platforms

• Customer support automation and intelligent routing systems

• Customer service workflow, escalation, and case management platforms

• AI-powered customer support products

• Strong backend engineering expertise in distributed systems, microservices, APIs, event-driven architecture, and scalable production systems.

• Experience designing multi-tenant SaaS platforms with enterprise integrations, role-based access control, auditability, and reliability requirements.

• Proven ability to lead architecture decisions, manage engineering managers, hire senior talent, and scale an engineering organisation.

• Experience owning production reliability, incident management, root-cause analysis, and technical escalations for enterprise customers.

What will make a candidate stand out :

• Built a support platform from scratch or led a major platform transformation.

• Scaled a support product across multiple enterprise customers and high-volume workflows.

• Built ticketing engines, case management systems, workflow automation, intelligent routing, SLA management, or agent productivity tools.

• Integrated AI/LLMs into support workflows, including automated resolution, agent assistance, knowledge retrieval, or intelligent triage.

• Experience with products comparable to enterprise helpdesk, customer service, or contact centre platforms.

Not the right fit :

• Engineering leaders whose experience is limited to internal tools, generic SaaS products, or backend infrastructure without support-platform ownership.

• Customer success or support operations leaders without engineering ownership.

• Leaders who have only integrated third-party helpdesk tools rather than built the underlying platform.

• AI leaders focused exclusively on models or research without experience building production-grade customer support software.

Ideal candidate profile :

A Director/VP-level engineering leader from a B2B SaaS or enterprise software company who has personally led the development and scaling of a customer support platform and can combine strong technical depth with organisational leadership.