Director, Support at Decisions

Department: Customer Support

Setup: On-site
Location: Virginia Beach, Virginia
Type: Full-time
Level: lead/mgmt
Posted: Sep 30, 2026

Description

Decisions is hiring a Support Director to lead global product support operations across its company products. The role owns customer outcomes, operational performance, team leadership and development, and strategic contribution, including support strategy, escalations, SLAs, KPIs, incident and problem management, and cross-functional alignment with Product, Engineering, CloudOps, Security, and Customer Success. The position requires three on-site days per week in Virginia Beach, Virginia, and offers flexible remote or hybrid work opportunities.

Required Skills

Support strategy
Escalation management
SLA management
KPI management
Incident management
Root cause analysis
SaaS architecture
Cloud platforms
APIs
Application troubleshooting
Trend analysis

Additional Information

Required Previous Experiences: 8+ years leading enterprise software, SaaS, or technology support organizations
3+ years managing managers, team leads, or geographically distributed support teams
Experience supporting multiple products, platforms, or service offerings simultaneously
Ownership of executive-level customer escalations and critical incident management
Experience partnering with Engineering, Product, CloudOps, Customer Success, and Professional Services teams
Experience leading support organizations through growth, organizational change, mergers, or operational transformation initiatives
Preferred Qualifications: ITIL knowledge
Translation Company Name: Decisions