Director of Technical Support

About ShipIn

ShipIn Systems is the world's first FleetVision Platform, unlocking ship-to-shore collaboration for global maritime fleets with AI-powered maritime CCTV and visual analytics. Our platform proactively alerts shipowners, managers, and seafarers to onboard events in real time, enhancing safety, security, and operational efficiency across fleets worldwide.

About the role

The Director of Technical Support role is mission-critical to our global operations, ensuring seamless system performance across international maritime installations. This role combines technical excellence with strategic leadership, directly impacting customer satisfaction, operational efficiency, and business growth.

You will shape the future of global technical support in ShipIn, drive innovation through technology adoption, and lead teams that keep critical maritime systems operational worldwide. Your leadership will enable our continued expansion into new markets while maintaining the highest standards of technical excellence and customer service.

Key Responsibilities

Leadership & Team Management

• Lead geographically distributed teams across time zones of IT system engineers responsible for commissioning, support, and maintenance.
• Establish follow-the-sun support models ensuring 24/7/365 global coverage
• Mentor and develop support staff; foster a culture of accountability, collaboration, and technical excellence.

System Commissioning & Maintenance

• Drive continuous improvement by identifying system and process gaps, and implementing solutions to enhance reliability and efficiency.
• Collaborate with R&D and Operations to resolve issues, optimize system performance, and ensure alignment with deployment timelines.
• Identify and close system and process gaps to improve reliability, leveraging IoT data and predictive tools when applicable.

Infrastructure, Security & Process Excellence

• Lead infrastructure planning and network design for vessel-based installations; ensure secure, scalable, and compliant solutions.
• Implement ITIL-based change management, documentation standards, and support automation initiatives.
• Drive continuous improvement through data-driven insights and performance metrics (uptime, resolution times, etc.).
• Conduct research on hardware and system improvements; recommend changes to support scalability and performance.

Customer & Commercial Engagement

• Act as technical partner in pre-sales discussions and customer evaluations, addressing system design, integration, and network concerns.
• Manage escalations and help shape customer success strategies, including localized documentation and multilingual support.

Vendor & Partner Collaboration

• Manage relationships with global vendors, integrators, and local support partners.
• Oversee support contracts, SLA enforcement, and logistics for global deployments.

Required Qualifications

• 10+ years in IT support or system engineering in a startup environment, with 5+ years leading global or distributed teams.
• Experience in startup companies delivering hybrid solutions that integrate SaaS platforms with on-premises deployments is a must.
• Track record in managing complex system commissioning and maintenance, preferably in IoT companies and remote environments.
• Strong knowledge of network architecture, TCP/IP, satellite communications, and ITIL frameworks.
• Excellent communication and leadership skills; ability to work cross-functionally.
• Bachelor's degree or equivalent experience; ITIL Foundation certification required.
• Preferred: experience with cloud infrastructure, cybersecurity basics, and CCTV.
• Maritime experience is a huge plus.