"Location In order of preference (but not required) Eastern Time Zone US Central Time Zone US The Opportunity This isn't just about managing a support team it's about building the entire post-sale technical experience for a rapidly growing global hardware company. The Director Technical Support Services - Americas - Remote US will be the ultimate advocate for our customers ensuring their voice directly influences our product and service priorities. You will have the autonomy to design a support model that is as elegant and reliable as our products. This is a high-impact high-visibility role where you will continue to build the team processes and strategies that will define Neat’s reputation for world-class customer experience. What You'll Achieve… Lead & Mentor Cultivate an industry leading team of support engineers in the US. You won't just manage - you will coach develop and empower your team to solve complex technical challenges and become trusted experts. Architect the Strategy Design and scale the systems processes and knowledge that define Neat's support experience. You will own the KPIs but more importantly you will drive the strategy behind them. Champion Seamless Partnerships Interface directly with peers at Microsoft Zoom Google and other Neat partners. You'll go beyond simple ticket handoffs to present a unified and effortless support journey for our joint customers. Be the Voice of the Customer Act as a critical feedback loop to our Product and Engineering teams. You'll use data and customer stories to provide actionable insights that directly shape the supportability and quality of our future hardware and software. Build for the Future In concert with the broader Neat Customer Experience team you will design premium support offerings prepare the team for new product introductions and ensure our support organization is always one step ahead. Who We Are Looking For… You are a ""player-coach"" leader who inspires excellence fosters a culture of continuous learning and isn't afraid to roll up your sleeves to solve a tough problem. You see support not as a cost center but as a key product and critical driver of customer loyalty retention and brand reputation. You thrive on building systems and processes from the ground up in a dynamic fast-growing environment. You are a great communicator and relationship-builder capable of earning trust with everyone from a frontline engineer to an executive at a key customer. Qualifications Proven experience leading and scaling technical support teams preferably within a videoconferencing AV or unified communications company. Technical fluency in videoconferencing enterprise networking telephony and AV technologies. Demonstrable success in creating and implementing support strategies policies and workflows that balance customer satisfaction with business needs. Experience partnering closely with Product Management and Engineering teams to improve product quality and supportability. Exceptional presentation skills - comfortable leading customer meetings training sessions and internal strategy reviews. Hands-on experience with modern support and CRM platforms (e.g. Zendesk Netsuite Salesforce Jira). Compensation & Benefits Pay Range $150000 – $170000 per year. Actual compensation will be determined based on factors such as the candidate’s relevant experience skills and internal equity. This position is eligible for our comprehensive benefits package including medical dental and vision insurance a 401(k) plan and an unlimited PTO policy. Why Join Neat? At Neat you’ll be part of a passionate team shaping the future of video collaboration. You’ll have the unique opportunity to represent our brand directly to global audiences and play a key role in how customers experience Neat. We’re looking for passionate people who work hard and are focused yet like to have fun. The independent thinkers who thrive in a top-notch team of diverse talents. You’ll be contributing to a positive force for progress as the world moves to a new way of working. The workplace is changing and you can be a part of shaping that future. Our Company Neat brings people together with beautifully simple versatile video devices and experiences. By minimizing the physical and virtual divide we enable everyone to feel more connected present and understood however they prefer to work. We aim to make our technologies so intuitive that terms like ""in-office"" and ""remote"" will seem obsolete in five years. Neat's pioneering portfolio addresses the needs of today's workplace and natively supports Microsoft Teams Zoom Google Meet and a range of compelling business apps. We are an ambitious accountable collaborative responsible and growing team that fosters an environment where creativity and ingenuity can flourish. We strive to bring out the best in our Neaters and make amazing products and experiences. We are based in Oslo with Neaters working all over the world. Founded in 2019 Neat was created to make the meeting space the best it can be. We understand the meeting space better than anyone else and we pour all our energy into every last detail of what we do."