Technical Customer Support Director

is a patent pending Personalized Therapy Management (PTM) platform created to significantly simplify access to cell and gene therapy and personalized cancer vaccines. Vineti's software solutions enables biopharmaceutical and life science companies to provide next generation personalized therapies safely, securely, seamlessly, and scalably.

Vineti is looking for a Director, Technical Customer Support who will be responsible for leading and hiring in Armenia, as well as being a client advocate both internally and externally. Technical Customer Support will be handling support with testing, deployment, and rollouts.
Technical Customer Support Director
Responsibilities
  • Manage AM Technical Support Team
  • Support customers via different mediums (email, phone, etc.)
  • Serve as a point of escalation for customer issues
  • Identify and create project plans to grow and improve international support procedures
  • Drive Technical Support hiring in AM
  • Assist in the creation of bug fixes and testing scripts
  • Prioritize and triage support tickets
  • Participate in hiring and growth strategies for Support team
  • Facilitate bug diagnosis with engineering
  • Monitor system health indicators to identify and escalate problem
  • Regularly report out on customer support activities
  • Work with Product, Design and Engineering on product iteration
  • Collaborate with Compliance to satisfy regulatory guidelines (e.g. FDA)
Qualifications & Competencies
  • 4+ years in Customer Success, Support or a related experience
  • 2+ years in management experience
  • Fluent in written and spoken English
  • Experience root cause analysis and investigation
  • Fluent in written and spoken English
  • Past participation and leadership in hiring practices
  • Demonstrated ability to work with engineering and technical teams
  • Experience in complex problem solving
  • Effective communication and interpersonal skills
  • Experience supporting software products
  • Motivated to improve processes and make work more efficient
  • Experience using CRM's
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