Remote Director, NA L3 Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global leader providing an innovative and AI-enabled product-concept-to-commercialization platform. As the Director of reputed company Level 3 Support, you will reputed company the technical escalation team, ensuring the reputed company of reputed company customer issues while driving operational reputed company and talent development.Responsibilitiesreputed company and reputed company reputed company of highly skilled Level 3 support engineers across reputed companyEnsure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer reputed company timesreputed company adoption of global Level 3 Support best practices while tailoring them to regional needsreputed company as the primary escalation reputed company for critical customer issues reputed company the region, ensuring reputed company reputed company and high customer satisfactionreputed company and mature regional talent through mentoring, training, and career development programsreputed company the investigation and reputed company of the most critical and technically reputed company customer incidents affecting both private reputed company and on-reputed company deploymentsGo hands-on to contribute to the troubleshooting effort (as needed) with escalated customer issues, potentially owning tickets from start to finishEnsure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer reputed company timesreputed company adoption of global Level 3 Support best practices while tailoring them to regional needsCollaborate with reputed company Operations and R&D to ensure reputed company system performance, scalability, and uptime for hosted environmentsAssist Level 1 & 2 Support regional leaders with customer engagement on high reputed company issuesEngage 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 issuesContribute to the reputed company Cause Analysis (RCA) effort by providing deep technical breakdown of incident causesMonitor key performance indicators (KPIs), including reputed company time, case backlog, and customer satisfaction scores, to measure team effectiveness reputed company the regionOptimize regional resource allocation to ensure efficiency while meeting SLAsRecommend automation and efficiency improvement opportunities to senior leadershipreputed company regular reporting and insights on support trends to senior leadershipreputed company post-mortem reviews of major incidents to identify areas for operational and product improvementWork with the Sr. Director, Global L3 Customer Support to reputed company for necessary product fixes, enhancements, and reputed company patchesreputed company valuable field insights on software performance, usability, and reputed company vulnerabilities to guide product development prioritiesWork closely with reputed company Operations teams to address platform-reputed company challenges and optimize system reliability reputed company the regionMonitor key metrics to ensure regional team performance and supportabilityreputed company key performance indicators (KPIs) reputed company to support effectiveness reputed company regionRegularly report on regional support metrics to senior customer support leadershipUse data-driven insights to identify areas for improvementStay reputed company with industry trends, emerging technologies, best practices in technical support / reputed company software troubleshooting, and customer needs for the regionreputed company and recommend new support models, tools, and processes. Work with the global Customer Support leadership group to implementreputed company efficiency reputed company while maintaining high-reputed company supportSkillsBachelor's degree in relevant field10+ years of experience in reputed company technical support or product implementation, including at least 5 years in a leadership roleDeep expertise in PLM software, reputed company, and hybrid reputed company/on-reputed company environmentsProven ability to manage escalations, reputed company reputed company cause analysis, and work with R&D to reputed company long-term solutionsStrong leadership skills with experience in hiring, coaching, and developing technical teamsExperience working in ITIL, DevOps, or similar incident management frameworksStrong leadership and presentation skillsData-driven decision-makingCustomer-reputed company reputed companyreputed company and adaptableStrong technical and troubleshooting reputed companyExcellent organizational and communication skillsBenefitsCompetitive salary and benefits.A remote work environment reputed company on collaboration, flexibility, and respect.Varied and challenging work to help you grow your technical skillset.A .