Overview
Director of Support Engineering Jobs in United States at Boost
Title: Director of Support Engineering
Company: Boost
Location: United States
Boost is a practice management and RCM services platform built for ABA and related Autism therapy practices. We’re growing quickly, onboarding new practices and adding capabilities to the platform, and support is often where that growth gets tested. It’s usually the first place a practice turns when something breaks, and how we handle that moment shapes whether they trust us with their business. As we scale, support can either become a bottleneck or a reason customers stick around.
We’re looking for a Director of Support Engineering to own and improve our T1 and T2 support functions. This is a hands-on leadership role. You’ll be as comfortable diving into a gnarly escalation as you are redesigning an investigation framework or coaching an engineer through a tough case. You’ll set the standard for what great support looks like and build the systems that make it repeatable.
You’ll also lead our strategy for AI-powered support, including voice agents for inbound call handling and chat agents for async channels, balancing automation with the human judgment our customers depend on.
What This Role Is…
This is a builder-mode leadership seat. That means:
- You know our customers’ world. You’re constantly learning their business and clinical model, including their value drivers and pain points, and you understand how our vision and their expectations of us connect to their success.
- You’re a player/coach. You’ll actively handle complex or high-stakes escalations and jump into investigations when your team is stuck. You’re not just managing a queue, you’re modeling what great looks like.
- You own the systems, not just the queue. You’ll build and continuously improve the processes, playbooks, and tooling that govern how cases are triaged, investigated, and resolved across both tiers.
- You’re driving the AI strategy. . You’ll own tooling selection, define what voice and chat agents handle end-to-end versus when they hand off to a human, and evolve those boundaries as the product changes.
- You’re the voice of the customer internally. You’ll translate ticket patterns and customer pain into prioritized feedback for Product and Engineering and build the cross-functional trust that gets Support looped in early.
- You’re a genuine coach. You get energy from helping an engineer level up an investigation, not just from closing the ticket yourself.
- You’re accountable to hard numbers. SLA adherence, escalation quality, CSAT, and AI containment are all tracked and reviewed. These are the primary measures of whether this function is working.
What you get in return: direct ownership of a function that’s becoming a competitive advantage, the room to own and evolve our AI-powered support strategy , and the ability to shape how this company supports customers for years to come.
Core Responsibilities
- Building & Doing (Year 1 focus): Own the support function hands-on from day one: you’re handling escalations, running investigations, and closing tickets alongside the team, not above it. Strengthen and adapt our processes, escalation criteria, and playbooks as the team and product evolve. Partner with Recruiting to hire the team around you, maintaining a high bar while moving fast. Refine the T1→T2 escalation path, handoff standards, and ownership boundaries as the team takes shape
- Leadership & coaching: As the team scales, transition hands-on work into teaching moments: case reviews, structured feedback, and 1:1s focused on investigation skills and communication quality. Develop engineers into increasingly independent contributors so your direct involvement in day-to-day work decreases by design, not by default
- Player/coach execution: Actively handle complex or high-stakes escalations, participate in incident response and postmortems for critical customer-impacting issues, and jump into investigations when your team is stuck, treating it as both a teaching moment and a direct contribution.
- Process & operations: Own and continuously improve the processes, playbooks, and tooling that govern triage, investigation, and resolution at both tiers. Define and own SLA targets, CSAT goals, and deflection/escalation-rate metrics, and report on them with clear context and action plans. Identify systemic patterns in ticket volume and work cross-functionally with Product and Engineering to drive upstream fixes. Own the team’s knowledge base.
- AI & automation strategy: Own the strategy, tooling selection, and continuous improvement of AI-powered support channels, including voice agents for inbound calls and chat agents for async channels. Define what the agent owns end-to-end (intake, authentication, known-issue resolution) versus what triggers a warm handoff to a human, and maintain those boundaries as the product evolves. Partner with Engineering to integrate voice/chat agents with Zendesk and Jira so handoffs arrive with full context and auto-generated summaries. Stand up CSAT tracking and methodology in Zendesk, and use the data to drive coaching and AI improvements. Stay current on the voice AI and support-automation landscape and bring informed adopt/wait recommendations to leadership.
- Cross-functional partnership: Serve as the primary liaison between The Customer and Engineering/Product, translating customer pain into prioritized feedback. Partner with Customer Success and Sales on escalations touching strategic accounts, and build relationships with Engineering to streamline T2→T3 handoffs and reduce time-to-resolution on product bugs.
What great looks like in this role:
- T1/T2 SLA adherence: Consistently hitting response and resolution targets across both tiers.
- Escalation rate (T1→T2): Escalations are clean, well-documented, and declining over time.
- CSAT: High scores across both AI-handled and human-handled contacts.
- AI containment rate: Voice and chat agents resolve routine contacts without human escalation.
- Team growth: Engineers are visibly leveling up in investigation quality and customer communication.
- Cross-functional trust: Product and Engineering proactively loop Support in, not the other way around.
Who We’re Looking For
Required
- 5+ years in technical support or support engineering roles, with at least 3 years managing or leading teams
- Proven experience owning both frontline (T1) and technical/escalation (T2) support. You understand how the tiers relate and how to optimize the handoff
- Strong technical depth: you can read logs, understand APIs, and dig into a database or infrastructure issue without needing a translator
- A genuine love of coaching. You get energy from helping someone level up an investigation, not just closing the ticket yourself
- Track record of building or rebuilding support processes that measurably improved resolution times, escalation rates, or CSAT
- Hands-on experience with or a strong working understanding of AI-powered support tooling, such as voice agents, chat agents, or LLM-assisted workflows
- Excellent communicator across audiences. Equally comfortable writing an RCA for Engineering and explaining an outage to a non-technical customer
- Experience with support tooling (Zendesk, Jira, Confluence, etc.) and comfort defining workflows and integrations within them
Nice to Have
- Experience deploying or managing AI voice/chat agents for inbound support
- Familiarity with ITIL or other service management frameworks
- Background as a support engineer before moving into leadership
- Behavioral Healthcare SAAS background
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in New York, NY 10040
