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Director - Global Technical Support & Escalations

PTC · Shoreview, MN · 2 wk ago
Management$128k–$150k/yrFull-time

About the role

We are seeking a strategic, data-driven Sr. Director - Director of Global Technical Support to lead our global technical support organization. This role involves overseeing the end-to-end technical support journey, ensuring PTC meets and maintains rigorous performance standards.

Responsibilities

  • Global Team Management (US, EMEA & India): Lead a distributed workforce across multiple time zones, focusing on our hubs in US, EMEA and India.

  • 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 (Customer Satisfaction): Drive quality initiatives that improve customer experience across all tiers.
    • MTTR (Mean Time to Resolution): Streamline workflows and technical training to resolve complex issues faster.
    • SLA Compliance: Ensure 99%+ adherence to response and resolution commitments for our customers.
    • KCS: Evangelize and oversee the adoption of KCS methodologies across the global support organization.

  • Backlog & Capacity Management: Implement rigorous queue management protocols to minimize case backlog. 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 "CritSit" (Critical Situation) process to 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, ensuring the support team proactively contributes to a robust internal and external Knowledge Base to drive customer self-service and internal consistency.

  • Leadership & Mentorship: Lead a multi-tiered global team, fostering a culture of technical excellence, accountability, and continuous professional growth.

  • Continuous Improvement (CI) Framework: Maintain a structured "Post-Mortem" and Root Cause Analysis (RCA) process to identify recurring technical friction. Partner with Product and Engineering to drive long-term fixes, effectively "supporting the product out of the support queue."

Qualifications

  • Cloud & SaaS Focus: The ideal candidate must possess a blend of high-scale operational expertise and deep architectural understanding in a Cloud and SaaS environment.

  • Experience: 15+ years in Technical Support leadership, with at least 10 years managing global, 24/7 "Follow-the-Sun" support models specifically for high-growth SaaS platforms.

  • Cloud Architecture Literacy: Solid understanding of Public Cloud infrastructure (Salesforce, AWS, Azure, or GCP) and how distributed systems, microservices, and APIs impact the customer experience and resolution paths.

  • SaaS Metrics Mastery: Proven track record of managing metrics unique to the SaaS lifecycle, including Churn reduction through support excellence, First Response Time (FRT) for tiered subscriptions, and platform availability impact on SLAs.

  • Modern Support Tech Stack: Proficiency with industry-standard SaaS tools such as Salesforce Service Cloud, Jira, and PagerDuty. Experience implementing AI-driven ticket deflection and automated sentiment analysis is highly preferred.

  • Incident & Crisis Response: Extensive experience leading support teams through Cloud service outages and security incidents, including managing real-time status page updates and post-mortem "Root Cause Analysis" (RCA) communications for Enterprise clients.

  • Strategic Capacity Planning: Ability to use SaaS growth projections (ACR/ARR) to forecast support headcounts and resource allocation, ensuring the team scales ahead of the customer base.

  • Technical Education: BS/MS in Computer Science, Information Technology, or equivalent experience. Certifications like Salesforce Admin & or Developer, AWS Certified Cloud Practitioner or ITIL v4 are a significant plus.

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