Global Support Leader - Major Incident & Escalation

Role Overview

The VP, Global Support ensures WDTS customers maintain confidence in the reliability and operational support of WDTS systems. The role focuses on identifying customer‑impacting issues early, prioritizing them by business impact, and coordinating the cross‑functional response required to resolve them. This leader focuses on triage and proactive support mitigation strategies. The leader provides visibility to executives when incidents affect customer operations and leads escalation coordination when complex issues span multiple teams.

• Support Severity & Escalation Model
• Own the severity classification model used across support activity.
• Ensure incidents are prioritized by business impact (revenue, operational, IT) rather than only by system component.
• Define thresholds for escalating high‑impact incidents.
• Ensure leadership receives early warning when customer operations may be affected.

• Ensure customers have consistent confidence in WDTS support responsiveness and communication.
• Engage directly with priority customers to understand operational concerns and emerging risks.
• Work closely with Customer Success leadership so customer communication reflects the true operational situation.

• Monitor support activity across key customers to identify systemic risks.
• Engage customers proactively when patterns suggest potential issues or dissatisfaction.
• Coordinate with Customer Success and IGL teams to ensure issues are addressed before escalation.

• Identify recurring incidents and systemic weaknesses across the support environment.
• Surface risks that may affect multiple customers.
• Use incident and support data to drive operational improvement.

• Identify incidents requiring cross‑functional escalation beyond the support organization.
• Escalate and manage complex multi‑team operational incidents when required.
• Coordinate customer communication while escalation response is executed.
• Ensure leadership receives early awareness of potential customer‑impacting events.
• The VP, Global Support has authority to initiate escalation protocols and convene cross‑functional response teams during high‑impact incidents affecting customer operations.

• Lead coordination during major customer incidents.
• Ensure communication remains clear and consistent throughout resolution.
• Align engineering, delivery, and operations teams around recovery plans.
• Lead post‑incident reviews and drive improvements to prevent recurrence.

• Provide leadership with clear reporting on customer health, incidents, and support performance.
• Maintain visibility into major incidents and escalation trends.
• Highlight patterns that indicate systemic operational risk.

• 10+ years in customer‑facing operational or support leadership roles
• Experience managing high‑impact customer incidents or escalations.
• Strong communication skills with both customers and executive leadership.
• Ability to identify systemic issues across complex operational environments.
• Demonstrated ability to coordinate teams across engineering, delivery, and customer functions.
• Experience supporting enterprise or mission‑critical technology environments.

• Strong customer confidence in WDTS support.
• Early identification of incidents affecting customer operations.
• Clear executive visibility into customer‑impacting events.
• Reduced unexpected executive‑level escalations.

This role maintains regular interaction with priority customers to stay close to operational health and emerging issues, including periodic operational reviews, post‑incident discussions, and direct engagement when support trends suggest elevated risk.

• Typical reporting may include:
• Customer support health summary
• Customer risk watchlist
• Major incident and escalation report
• Support trend analysis

These reports provide leadership with clear awareness of customer operational health and support performance.

Full‑time, exempt

$200,000 - $250,000 annually. Applicable pay within the posted…