Director - Global Technical Support & Escalations
Core
Lead a global 24/7 technical support organization for a SaaS platform, focusing on operational health metrics, escalation management, and knowledge center services.
Role type
Sr. Director of Global Technical Support
Builds
Global support operations, escalation frameworks, and knowledge base for enterprise SaaS customers
Domain
SaaS / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Global team management, Follow-the-Sun strategy, SaaS metrics mastery (CSAT, MTTR, SLA), Knowledge-Centered Service (KCS), Cloud architecture literacy, Incident & crisis response, Strategic capacity planning
Preferred skills
Salesforce platform experience, AI-driven ticket deflection, AWS/Azure/GCP certifications, ITIL v4
Technologies
Salesforce Service Cloud, Jira, PagerDuty, AWS, Azure, GCP, Salesforce
Responsibilities
Lead distributed workforce across US, EMEA, and India; Define and execute strategy to exceed global support benchmarks; Serve as ultimate authority for high-stakes technical escalations; Evangelize and oversee adoption of KCS methodologies; Audit and improve support tech stack; Act as voice of customer to Product and Engineering teams; Lead global hiring and retention strategies
Seniority
Senior, hands-on IC with strategic leadership
