Director - Global Technical Support & Escalations

Role Overview

We are looking for a strategic, data‑driven Sr. Director - Director of Global Technical Support to lead our global technical support organization. Your primary focus will be in three areas, Customer Satisfaction, Team Satisfaction & Organizational Performance. A maniacal focus on operational health metrics i.e. CSAT, MTTR, and SLAs, 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.

• Global Team Management (US, EMEA & India):
  Ensure seamless 24/7 coverage and lead a distributed workforce across multiple time zones, specifically focusing on our hubs in 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, MTTR, SLA Compliance and KCS.
• Backlog & Capacity Management:
  Implement rigorous queue management protocols and 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" process and 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 "Knowledge-Centered Service" (KCS) initiative and ensure the support team proactively contributes to a robust internal and external Knowledge Base.
• Leadership & Mentorship:
  Foster a culture of technical excellence, accountability, and continuous professional growth, including a structured CI framework and regular performance reviews.
• People Management, Performance & Retention:
  Establish performance frameworks and career ladders, utilize PIPs and merit-based incentives, and develop regional retention strategies for US, India and EMEA.
• Employee Engagement & Inclusion:
  Build a cohesive "One Team" culture across disparate geographies and foster a leadership pipeline.
• Recruitment & Capacity Planning:
  Partner with HR to lead global hiring efforts and standardise onboarding to reduce "Time to Productivity".

• 15+ years in Technical Support leadership, with at least 10 years managing global, 24/7 "Follow-the-Sun" support models for high-growth SaaS platforms.
• Experience supporting applications developed on the Salesforce platform is preferred.
• Solid understanding of Public Cloud infrastructure (Salesforce, AWS, Azure, or GCP) and distributed system impacts on support.
• Proven track record of managing SaaS metrics such as churn reduction, First Response Time (FRT), and platform availability impact on SLAs.
• Proficiency with industry-standard SaaS tools such as Salesforce Service Cloud, Jira, and Pager Duty; experience with AI-driven ticket deflection is highly preferred.
• Extensive experience leading support teams through Cloud service outages and security incidents, including real-time status page updates and post-mortem RCA.
• Ability to forecast support headcount using SaaS growth projections (ACR/ARR) and allocate resources accordingly.
• BS/MS in Computer Science, Information Technology, or equivalent experience.
• Certifications such as Salesforce Admin & Developer, AWS Certified Cloud Practitioner or ITIL v4 are a significant plus.

• Annual salary range: $127,, reflective of experience, qualifications and location (subject to change).
• Performance-based bonus eligibility.
• Employee share purchase program (ESPP) and potential equity programs.
• Medical, dental and vision insurance; paid time…