Director, NA L3 Customer SupportLocation: North America (Remote or Hybrid within close proximity to Centric HQ)
Reports To: VP, Global Customer Support
Job Summary:
At Centric Software we embrace our customers. Their success is in lock step with our success.
As the Director, North America Level 3 Support, you will lead the technical escalation team responsible for resolving the most complex customer issues within the region. You are accountable for ensuring the L3 Support team functions as the customer facing POC for all issues escalated to their queue, driving through to closure.
You will work closely with Level 1 and Level 2 Support teams to ensure a seamless escalation process and world-class customer experience.
This role requires deep technical expertise, strong leadership, and a proactive approach to problem-solving. You will also focus on regional talent development and operational excellence while ensuring alignment with global support strategies.
Key Responsibilities:Leadership and Strategy:
- Lead and develop a team of highly skilled Level 3 support engineers across North America.
- Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer resolution times.
- Drive adoption of global Level 3 Support best practices while tailoring them to regional needs.
- Act as the primary escalation point for critical customer issues within the region, ensuring timely resolution and high customer satisfaction.
- Develop and mature regional talent through mentoring, training, and career development programs.
Technical Expertise & Problem Solving:
- Lead the investigation and resolution of the most critical and technically complex customer incidents affecting both private cloud and on-premise deployments.
- Go hands-on to contribute to the troubleshooting effort (as needed) with escalated customer issues, potentially owning tickets from start to finish.
- Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer resolution times.
- Drive adoption of global Level 3 Support best practices while tailoring them to regional needs.
- Collaborate with Cloud Operations and R&D to ensure optimal system performance, scalability, and uptime for hosted environments.
Customer Experience:
- Assist Level 1 & 2 Support regional leaders with customer engagement on high priority issues.
- Engage directly with users and senior leaders at strategic / high-value customers, acting as a technical advisor to build trust and ensure long-term satisfaction on escalate issues.
- Contribute to the Root Cause Analysis (RCA) effort by providing deep technical breakdown of incident causes.
Operational Excellence:
- Monitor key performance indicators (KPIs), including resolution time, case backlog, and customer satisfaction scores, to measure team effectiveness within the region.
- Optimize regional resource allocation to ensure efficiency while meeting SLAs.
- Recommend automation and efficiency improvement opportunities to senior leadership.
- Provide regular reporting and insights on support trends to senior leadership.
- Lead post-mortem reviews of major incidents to identify areas for operational and product improvement.
Cross Functional Collaboration:
- Work with the Sr. Director, Global L3 Customer Support to advocate for necessary product fixes, enhancements, and security patches.
- Provide valuable field insights on software performance, usability, and security vulnerabilities to guide product development priorities.
- Work closely with Cloud Operations teams to address platform-related challenges and optimize system reliability within the region.
Metrics / Reporting:
- Monitor key metrics to ensure regional team performance and supportability.
- Track key performance indicators (KPIs) related to support effectiveness within region.
- Regularly report on regional support metrics to senior customer support leadership.
- Use data-driven insights to identify areas for improvement.
Continuous Improvement:
- Stay current with industry trends, emerging technologies, best practices in technical support / enterprise software troubleshooting, and customer needs for the region.
- Innovate and recommend new support models, tools, and processes. Work with the global Customer Support leadership group to implement.
- Drive efficiency gains while maintaining high-quality support.
Qualifications:Education:
- Bachelor's degree in relevant field.
Experience:
- 10+ years of experience in enterprise technical support or product implementation, including at least 5 years in a leadership role.
- Deep expertise in PLM software, SaaS, and hybrid cloud/on-premise environments.
- Proven ability to manage escalations, perform root cause analysis, and work with R&D to drive long-term solutions.
- Strong leadership skills with experience in hiring, coaching, and developing technical teams.
- Experience working in ITIL, DevOps, or similar incident management frameworks.
Skills:
- Strong leadership and presentation skills.
- Data-driven decision-making.
- Customer-focused mindset.
- Collaborative and adaptable.
- Strong technical and troubleshooting mindset.
- Excellent organizational and communication skills.
What we offer:- Competitive salary and benefits.
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
- Opportunity to work with a dedicated and motivated team.
- A remote work environment built on collaboration, flexibility, and respect.
- Varied and challenging work to help you grow your technical skillset.
