LearnUpon is looking for a Director, Technical Support to join our team for a maternity cover contract (approx 12-14 months). This is a hybrid role, working 3 days per week from LearnUpon’s Dublin City office.
LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.
With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers’ experience at the heart of everything we do.
Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values, act like owners, lead with curiosity and deliver quality for our customers. We’re proud of our success and we’re humble and hungry to achieve more.
We’re looking for a hands-on, strategic leader to manage and grow our global technical support function. Reporting to the VP, Customer Experience, you will be responsible for ensuring high levels of customer satisfaction, optimizing support operations, and introducing scalable solutions, particularly through AI and automation. You will drive initiatives that not only improve responsiveness and resolution time but also position our support function as a key differentiator in the SaaS space.

CUSTOMER EXPERIENCE & ESCALATIONS

• Serve as an executive point of contact for high-priority customers and support escalations.
• Lead root cause analysis and cross-functional coordination across Product, Engineering, and CX to drive issue resolution.
• Provide actionable customer insights to influence product roadmap and customer success strategy.

WHAT SKILLS DO I NEED?

• 8–10+ years in technical support roles within a SaaS or similar environment.
• 5+ years in a leadership or director-level capacity managing global teams.
• Experience working with AI and automation in customer support (chatbots, LLMs, ticket classification, predictive analytics).
• Strong technical acumen with knowledge of SaaS architectures, APIs, cloud platforms (AWS, Azure, GCP), and integrations.
• Proficiency with support ticketing platforms (e.g., Zendesk, Intercom, Jira)
• Highly analytical and data-driven; able to identify trends and use metrics to drive decisions.
• A hands-on, “get-it-done” mentality with a willingness to dive into systems, data, and processes to drive improvements.
• Strong communication, and stakeholder management skills across technical and non-technical teams.
• Comfortable interfacing with customers and executives, particularly in escalation scenarios.
• Technical fluency or strong interest in areas such as SQL, web applications, and e-learning platforms is a plus.