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Sr. Director Training & Support

June 3, 2026

<h2>About Us</h2>Higharc is a VC-backed startup that is changing how new homes are designed and built. Join a founding team who’ve shipped products for Autodesk, Electronic Arts, Nike, and Apple. We have raised a total of $83M with support from top-notch venture capital firms and more than 18 strategic investors—industry leaders in construction, building products manufacturing, and distribution.Higharc is seeking an accomplished Sr. Director of Training & Support to own the full post-sale enablement experience: world-class technical support + scalable customer education that accelerates time-to-value, drives adoption, and reduces churn. This role reports directly to the VP of Adoption.<h2>What You'll Do</h2>In this role, you’ll lead distributed teams, build repeatable programs, and partner tightly with Product and Engineering to turn customer insight into product improvements.Expect to:<ul style="min-height:1.5em"><li>Lead Support and Training strategy across time zones through organization design, escalations paths, coverage models, and operating cadence</li><li>Develop a High-Performing Team: Recruit, hire, train, and manage a team of training and support professionals who will become experts in the Higharc platform</li><li>Foster a culture of accountability, continuous improvement, and professional development</li><li>Work closely with the VP of Adoption to ensure alignment with the broader business strategy</li><li>Partner with the Product team to advocate for the voice of the customer and provide actionable feedback on platform functionality</li><li>Design onboarding programs that reduce implementation time and increase early adoption</li><li>Build role-based learning paths for admins, power users, and everyday users, driving ongoing adoption through enablement campaigns</li></ul><h2>About You</h2>You’re an expert Support and Training leader who understands the need to focus on not just the training path, but the data collection and analysis that will help us scale our customers to be as self sufficient as fast as possible.You have:<ul style="min-height:1.5em"><li>10+ years in Support, Training, Enablement, or Customer Education in SaaS/technology, with 5+ years leading teams</li><li>Strong understanding of B2B SaaS delivery models, onboarding motions, and customer lifecycle</li><li>Hands-on experience with LMS / e-learning tools and building structured learning programs</li><li>Experience building certification programs and credentialing</li><li>Excellent leadership, communication, and cross-functional influence across Product, Engineering, Sales, and CS</li></ul>A major plus if you also bring:<ul style="min-height:1.5em"><li>Passion for and/or experience in AEC tech or Homebuilding specifically</li></ul><h2>Working at Higharc</h2>Higharc has been remote first since our founding in 2018. We offer flexible hours so you can do your best work without missing out on life. Higharc offers competitive salaries with significant equity, in a fast-growing, well-funded company. Personal healthiness is an important value for us- we provide comprehensive medical, dental, and vision coverage, with unlimited PTO, and meaningful maternity/paternity leave to all U.S based employees that are full-time. You'll also have access to other big-company benefits such like short and long-term disability plans and a 401K. Haven't worked remotely before? We provide a stipend to create the ideal home office.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...