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Director of Customer Support

Join Digital

Join Digital

Customer Service
Campbell, CA, USA
Posted on Saturday, June 17, 2023

Join™ is an exciting, fast growth company that is creating amazing work experiences. Harnessing our leadership in data platforms, networks, and sensorization, we are creating a powerful and unified system for enterprises and real estate companies to adapt to the new realities of hybrid work. From the life sciences companies to financial services, high tech and corporate real estate, our differentiated data platform is designed to help leaders adapt their space, attract employees back to the office, and reduce costs — no matter where that work is being done. Learn more at

Join is seeking a Director of Customer Support to help monitor and provide network health for our deployed networks servicing our customers. As Director of Customer Support, you will be accomplishing this by designing, implementing and managing virtual NOC environment which will provide enhanced internal and customer facing notifications to facilitate and exceed support SLAs for our clients. Working with engineering and operation field teams, you will onboard new networks, as well as develop partnerships for infield onsite technicians. You will also need to build a strong support team to manage and facilitate a 24/7 coverage of all customer networks. The Director of Support will coordinate support related activities with in-field Join Digital resources and 3rd party vendors to work through live network issues. This position can reside on the West or East Coast.

What you’ll do

  • Design and implement virtual NOC for support of all Join Digital deployed networks.
  • Hire team of competent support individuals to facilitate 24/7 support.
  • Approve and choose best applications or tools to provide support and monitoring of deployed assets and services
  • Work with Engineering to develop and onboard new monitoring of systems/devices and applications.
  • Track IT issues to closure through various SaaS tools such as Zendesk and Jira
  • Be a liaison between customers and internal teams to identify opportunities for support delivery improvements, CSAT and value-add to all customers
  • Head off potential issues by performing regular system checks, combined with human touch points
  • Help create and update knowledge base articles to better enable customers, and new internal or client employees.
  • Work alongside customer success, sales and operations teams to implement new customer centric public relations.
  • Assist in identifying and on-boarding new local support staff
  • Research and develop partnerships for onsite technicians for break/fix in market support.

You are qualified for this role if you have...

  • 5-10 years of IT Support Management experience
  • Knowledge of L2/L3 networking, WIFI and end user connectivity
  • Base understanding of networking and telephony concepts
  • Familiarity with Zendesk, JIRA, and Confluence
  • Experience in setting up a NOC and managing a support team.
  • An appetite for learning new technologies and industries
  • Strong verbal and written communication skills
  • Bachelor's degree preferred or equivalent experience

What we provide...

  • An exciting, fast-paced, high-growth company where you can make an impact from day one
  • A company that makes decisions based on facts and data, where your contribution makes a difference
  • A small but experienced team that welcomes the knowledge and experience you bring and values your contribution
  • Amazing customers that absolutely love the technology and trust it to deliver important results for them every day
  • A great management team that provides unmatched transparency into the business and welcomes diverse ideas and critical thinking
  • A great, highly motivated team that has a passion for succeeding together
  • A PFC (Primadonna-Free Culture)

Join Benefits...

  • Health, vision and dental care (we pay 100% for employee; 50% for family)
  • Employee Stock Option participation
  • 401k participation
  • Unlimited PTO
  • Generous company holidays

Compensation: $140,000 -$180,000 depending on experience

Our team understands and values diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation or any other basis forbidden under federal, state, or local law.