Job Summary
A software company is in need of a Remote Americas Technical Support Senior Director.
Core Responsibilities Include:
- Managing and growing a distributed team of Support Managers and Technical Support Engineers and to play a critical role in scaling our internal processes for supporting company's Cloud customers across the Americas region
- Regularly working with internal leadership teams to identify and implement support processes and procedures aimed at minimizing errors, maximizing efficiency, and ensuring that our global support team can maintain level of service while our customer base scales exponentially
- Collaborating with sales, customer success and other field teams on addressing issues which may be impeding customers’ success with company;s products and expansion of use within an account
Must meet the following requirements for consideration:
- 10+ years experience in a technical support environment, handling highly complex issues for IaaS, PaaS or SaaS product offerings
- 5+ years managing director / senior manager levels in addition to individual contributors, providing support to large enterprise customers
- Experience with Infrastructure products such as Middleware, Databases, Microservices, and legacy system modernization
- Deep knowledge of both public cloud and on-prem software support
- Proven strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization
- Demonstrated confidence presenting to a highly skilled and experienced audience, including enterprise architects and C-level executives
