Executive Director of Global Support
2 weeks ago
Lead a global team to achieve business goals through strategic planning, process improvement, and effective communication.
Key Responsibilities:
- Leverage ITIL best practices for application support covering 24/7 operations.
- Mentor senior support engineers to enhance technical expertise and improve issue resolution efficiency.
- Cultivate strong customer relationships based on trust and professionalism.
- Collaborate with Product, Engineering, QA, and Customer Success teams to ensure seamless resolution of issues.
- Evaluate and implement support tools and platforms, leveraging automation and AI to improve operational efficiency.
- Ensure compliance with data protection, security, and regulatory requirements.
Requirements:
A Bachelors or Masters degree in Computer Science, Information Technology, or related field and at least 15 years of experience in application support with 3+ years in a leadership role. Proven experience in managing global support teams for SaaS or enterprise software products is essential.
Preferred Skills:
Familiarity with cloud platforms (AWS, Azure, GCP), observability tools (Datadog, Splunk, New Relic) and knowledge of database and application performance tuning are highly desirable.
The ideal candidate will have certifications in ITIL, PMP, or similar frameworks and excellent communication, leadership, and stakeholder management skills.
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