Director - Global Technical Support & Escalations

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

We are looking for a strategic, data-driven Sr. Director – Director of Global Technical Support to lead our global technical support organization. You will be responsible for the end-to-end technical support journey, ensuring PTC meets and maintains rigorous performance standards. Your primary focus will be in three areas:
Customer Satisfaction, Team Satisfaction, and Organizational Performance. A maniacal focus on operational health metrics such as CSAT, MTTR, and SLAs is expected, while maintaining a lean, high‑performing case backlog and a seamless escalation management framework. Strong experience and focus on Knowledge Center Services and the metrics & strategy to be effective are required.

• Global Team Management (US, EMEA & India):
  Ensure seamless 24/7 coverage, leading a distributed workforce across multiple time zones and focusing on hubs in the US, EMEA, and India.
• Global "Follow-the-Sun" Strategy:
  Manage a unified support handoff process between North America, EMEA, and India to ensure high-priority cases move toward resolution without delays during shift changes.
• Metric Ownership & Strategy:
  Define and execute the strategy to consistently exceed global support benchmarks. Own the reporting and optimization of:
  • CSAT (Customer Satisfaction):
    Drive quality initiatives that improve customer experience across all tiers. Maintain our 99% CSAT with a 25% survey return rate.
  • MTTR (Mean Time to Resolution):
    Streamline workflows and technical training to resolve complex issues faster.
  • SLA Compliance:
    Ensure 99%+ adherence to response and resolution commitments for our customers.
  • KCS:
    Evangelize and oversee the adoption of KCS methodologies across the global support organization, shifting the culture from "owning knowledge" to "sharing knowledge" to scale technical expertise across hubs.
  • Backlog & Capacity Management:
    Implement rigorous queue management protocols to minimize case backlog. Use data-driven forecasting to ensure staffing levels align with ticket volume trends.
• Escalation Management:
  Serve as the ultimate authority for high-stakes technical escalations. Refine the "Crit Sit" (Critical Situation) process to ensure clear communication between customers, Engineering, and Executive leadership.
• Operational Excellence:
  Audit and improve the support tech stack (Case, AI Chatbots, Knowledge Base) to automate repetitive tasks and empower customers through self-service.
• Cross-Functional Advocacy:
  Act as the "voice of the customer" to Product and Engineering teams, using support data to influence the product roadmap and reduce inbound ticket volume.
• Knowledge Management Strategy:
  Lead the KCS initiative, ensuring the support team proactively contributes to a robust internal and external Knowledge Base to drive customer self-service and internal consistency.
  • Participation Rate:
    Ensure all engineers actively contribute to and refine the knowledge base as part of the resolution workflow.
  • KCS
    
    Competency:
    
    Track the progression of staff from "Candidates" to "Contributors" to "Publishers."
  • Knowledge Attach Rate:
    Measure how often existing knowledge articles are linked to case resolutions to validate content utility.
• Leadership & Mentorship:
  Lead a multi-tiered global team, fostering a culture of technical excellence, accountability, and continuous professional growth.
• Continuous Improvement (CI) Framework:
  Maintain a structured "Post-Mortem" and Root Cause Analysis (RCA) process to identify recurring technical friction. Partner with Product and Engineering to drive long-term fixes, effectively "supporting the product out of the support queue."
• Skills Matrix & Technical Upskilling:
  Maintain a global skills matrix to track competencies across Cloud architectures (Salesforce/AWS/Azure/GCP), API troubleshooting, and SFDC. Design tiered training programs allowing engineers to progress from generalists to SMEs.
• Feedback Loops:
  Create a formal mechanism for Support to influence the Product Roadmap. Use trend analysis from the case backlog to provide data-backed insights on feature gaps, UI/UX friction, and stability issues.
• QMS Leadership:
  Serve as the primary stakeholder for the Quality Management System (QMS) within the support organization, ensuring all technical support processes align with ISO 9001 standards.
• Audit Readiness & Compliance:
  Maintain continuous "audit-ready" status. Oversee…