Director, Customer Support

Responsibilities
Leadership & Strategy

• Define and execute the application support strategy aligned with business goals.
• Lead and mentor a global team of support engineers and managers.
• Establish KPIs and SLAs to measure and improve support performance.
• Define strategies and establish support process with Icertis solution partners.

Customer Focus

• Customer focused leader with proven ability to build relations based on trust & professionalism.
• Must possess excellent management skills with a successful track record of driving support, adoption and value realization for global customers of enterprise products.

Operational Excellence

• Ensure 24/7 support coverage for critical applications.
• Implement ITIL best practices for incident, problem, and change management.
• Drive root cause analysis and continuous improvement initiatives.

Collaboration & Communication

• Partner with Product, Engineering, QA, and Customer Success teams to ensure seamless issue resolution.
• Act as an escalation point for critical incidents and customer concerns.
• Communicate effectively with stakeholders on support metrics, trends, and improvement plans.

Technology & Tools

• Evaluate and implement support tools and platforms (e.g., ticketing systems, monitoring tools).
• Leverage automation and AI to improve support efficiency and reduce manual effort.

Compliance & Risk Management

• Ensure compliance with data protection, security, and regulatory requirements.
• Manage risk through proactive monitoring and mitigation strategies.

Qualifications

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
• 15+ years of experience in application support, with at least 3+ years in a leadership role.
• Proven experience in managing global support teams for SaaS or enterprise software products.
• Entrepreneurial hands on working style to develop and deliver business outcomes — effectively doing so even when resource and time frame constraints exist.
• Strong understanding of ITIL, DevOps, and Agile methodologies.
• Excellent communication, leadership, and stakeholder management skills.

Preferred Skills

• Experience with cloud platforms (AWS, Azure, GCP).
• Familiarity with observability tools (Datadog, Splunk, New Relic).
• Knowledge of database and application performance tuning.
• Certifications in ITIL, PMP, or similar frameworks.
• Hands-on experience Solex platforms: Experience working with Solex (SAP's Solution Extensions), particularly in managing support for integrated third-party solutions that extend SAP's core capabilities. Familiarity with licensing, performance optimization, and support coordination with SAP and partner vendors.

About Us
Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.

About The Team
Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to or get in touch with your recruiter.