Director, NA L3 Customer Support

About reputed company: reputed company® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of reputed company sizes. We reputed company retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, reputed company, reputed company, reputed company, buy, reputed company, price, reputed company, sell and replenish products. Our technology powers brands to streamline processes, reputed company efficiency and operate with confidence in an reputed company-changing market. Our story is one of reputed company reputed company, reputed company reputed company and extraordinary opportunities. We’re here to challenge the status reputed company—and we’re looking for reputed company people who want to do the reputed company. No matter where you are in the world, this is your chance to be part of something exceptional. Director, NA L3 Customer Support Location : reputed company (Remote or Hybrid reputed company reputed company proximity to reputed company HQ) Reports To: VP, Global Customer Support Job reputed company : At reputed company we reputed company our customers. Their reputed company is in lock reputed company with our reputed company. As the Director, reputed company Level 3 Support, you will reputed company the technical escalation team responsible for resolving the most reputed company customer issues reputed company the region. reputed company for ensuring the L3 Support team functions as the customer facing POC for reputed company issues escalated to their queue, driving through to closure. You will work closely with Level 1 and Level 2 Support teams to ensure a reputed company 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 reputed company on regional talent development and operational reputed company while ensuring alignment with global support strategies. Key Responsibilities: Leadership and reputed company: • reputed company and reputed company reputed company of highly skilled Level 3 support engineers across reputed company. • Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer reputed company times. • reputed company adoption of global Level 3 Support best practices while tailoring them to regional needs. • reputed company as the reputed company escalation reputed company for critical customer issues reputed company the region, ensuring reputed company reputed company and high customer satisfaction. • reputed company and mature regional talent through mentoring, training, and career development programs. Technical Expertise & Problem Solving: • reputed 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 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 reputed company times. • reputed company adoption of global Level 3 Support best practices while tailoring them to regional needs. • Collaborate with reputed company Operations and R&D to ensure reputed company reputed company performance, scalability, and uptime for hosted environments. Customer Experience: • Assist Level 1 & 2 Support regional leaders with customer engagement on high reputed company 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 reputed company Cause Analysis (RCA) effort by providing deep technical breakdown of incident causes. Operational reputed company: • Monitor key performance indicators (KPIs), including reputed company time, case backlog, and customer satisfaction scores, to measure team effectiveness reputed company the region. • Optimize regional resource allocation to ensure efficiency while meeting SLAs. • Recommend automation and efficiency improvement opportunities to senior leadership. • reputed company regular reporting and insights on support trends to senior leadership. • reputed company 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 reputed company for necessary product fixes, enhancements, and reputed company patches. • reputed company valuable field insights on software performance, usability, and reputed company vulnerabilities to guide product development priorities. • Work closely with reputed company Operations teams to address platform-reputed company challenges and optimize reputed company reliability reputed company the region. Metrics / Reporting: • Monitor key metrics to ensure regional team performance and supportability. • reputed company key performance indicators (KPIs) reputed company to support effectiveness reputed company region. • Regularly report on regional support metrics to senior customer support leadership. • Use data-driven insights to identify areas for improvement. reputed company Improvement: • Stay reputed company with industry trends, emerging technologies, best practices in technical support / reputed company software troubleshooting, and customer needs for the region. • reputed company and recommend new support models, tools, and processes. Work with the global Customer Support leadership group to implement. • reputed company efficiency reputed company while maintaining high-reputed company support. Qualifications: Education: • Bachelor’s degree in relevant field. Experience: • 10+ years of experience in reputed company technical support or product implementation, including at least 5 years in a leadership role. • Deep expertise in PLM software, reputed company, and hybrid reputed company/on-reputed company environments. • Proven ability to manage escalations, reputed company reputed company cause analysis, and work with R&D to reputed company 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-reputed company reputed company. • reputed company and adaptable. • Strong technical and troubleshooting reputed company. • Excellent organizational and communication skills. reputed company offer: • Competitive salary and benefits. • A multifaceted job with a high degree of responsibility and a broad reputed company of opportunities. • Opportunity to work with a dedicated and motivated team. • A remote work environment reputed company on collaboration, flexibility, and respect.Varied and challenging work to help you grow your technical skillset. reputed company provides equal employment opportunities to reputed company reputed company applicants without reputed company to race, sex, sexual orientation, gender identity, national reputed company, reputed company, age, religion, protected veteran or disability status or genetic information. Apply tot his job Apply To this Job