Director, NA L3 Customer Support

Role overview Lead a regional Level 3 support team that takes ownership of the most complex customer issues across North America. The role combines technical escalation leadership with hands-on troubleshooting, customer communication, talent development, and continuous improvement, while coordinating with regional support, cloud operations, and product engineering teams.

Responsibilities - Develop and guide Level 3 support engineers, including mentoring, training, and career development. - Serve as the regional escalation lead for critical issues and help resolve complex incidents in hosted and on-premise environments. - Improve handoffs with Level 1 and Level 2 teams and apply global support practices to regional needs. - Engage with customer contacts on high-priority issues, provide technical guidance, and contribute to root cause analysis. - Monitor resolution times, case backlog, service commitments, and customer feedback; report trends and improvement opportunities. - Lead incident reviews and work with product and cloud teams to address reliability issues, software fixes, enhancements, and security concerns.

Requirements - Bachelor’s degree in a relevant field or equivalent practical background. - At least ten years in enterprise technical support or product implementation, including five or more years in a leadership role. - Deep experience with product lifecycle management software, SaaS, and hybrid cloud or on-premise environments. - Track record managing escalations, investigating root causes, and partnering with engineering teams on lasting solutions. - Experience hiring, coaching, or developing technical teams, and working with ITIL, DevOps, or similar incident frameworks. - Strong troubleshooting, communication, presentation, organization, and data-informed decision-making skills.

Benefits and work setup - Remote or hybrid work in North America, with hybrid work intended for people near the organization’s headquarters. - Competitive pay and benefits, a collaborative team, and varied work with opportunities to deepen technical skills.