Role Overview
We are looking for a strategic, data‑driven Sr. Director - Director of Global Technical Support to lead our global technical support organization. Your primary focus will be in three areas, Customer Satisfaction, Team Satisfaction & Organizational Performance. A maniacal focus on operational health metrics i.e. CSAT, MTTR, and SLAs, while maintaining a lean, high‑performing case backlog and a seamless escalation management framework. Strong experience and focus on Knowledge Center Services and the metrics & strategy to be effective.
Key Responsibilities
- Global Team Management (US, EMEA & India): Ensure seamless 24/7 coverage and lead a distributed workforce across multiple time zones, specifically focusing on our hubs in US, EMEA and India.
- Global "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, MTTR, SLA Compliance and KCS.
- Backlog & Capacity Management: Implement rigorous queue management protocols and 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" process and 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 and ensure the support team proactively contributes to a robust internal and external Knowledge Base.
- Leadership & Mentorship: Foster a culture of technical excellence, accountability, and continuous professional growth, including a structured CI framework and regular performance reviews.
- People Management, Performance & Retention: Establish performance frameworks and career ladders, utilize PIPs and merit-based incentives, and develop regional retention strategies for US, India and EMEA.
- Employee Engagement & Inclusion: Build a cohesive "One Team" culture across disparate geographies and foster a leadership pipeline.
- Recruitment & Capacity Planning: Partner with HR to lead global hiring efforts and standardise onboarding to reduce "Time to Productivity".
Required Qualifications
- 15+ years in Technical Support leadership, with at least 10 years managing global, 24/7 "Follow-the-Sun" support models for high-growth SaaS platforms.
- Experience supporting applications developed on the Salesforce platform is preferred.
- Solid understanding of Public Cloud infrastructure (Salesforce, AWS, Azure, or GCP) and distributed system impacts on support.
- Proven track record of managing SaaS metrics such as churn reduction, First Response Time (FRT), and platform availability impact on SLAs.
- Proficiency with industry-standard SaaS tools such as Salesforce Service Cloud, Jira, and PagerDuty; experience with AI-driven ticket deflection is highly preferred.
- Extensive experience leading support teams through Cloud service outages and security incidents, including real-time status page updates and post-mortem RCA.
- Ability to forecast support headcount using SaaS growth projections (ACR/ARR) and allocate resources accordingly.
- BS/MS in Computer Science, Information Technology, or equivalent experience.
- Certifications such as Salesforce Admin & Developer, AWS Certified Cloud Practitioner or ITIL v4 are a significant plus.
Compensation & Benefits
- Annual salary range: $127,500 - 150,000, reflective of experience, qualifications and location (subject to change).
- Performance-based bonus eligibility.
- Employee share purchase program (ESPP) and potential equity programs.
- Medical, dental and vision insurance; paid time off and sick leave; tuition reimbursement.
- 401(k) contributions and employer match; flexible spending accounts; life insurance; disability coverage; commuter subsidy for office-assigned employees.
- All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions.
Equal Opportunity Statement
At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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