Director, Customer Support

As a seasoned Application Support Leader, you will be responsible for defining and executing the application support strategy in alignment with business goals. Your role will involve leading and mentoring a global team of support engineers and managers, establishing KPIs and SLAs to enhance support performance, and devising strategies in collaboration with Icertis solution partners. Customer focus is paramount in this role, requiring you to build relationships based on trust and professionalism with global customers of enterprise products. Your management skills should be exemplary, demonstrated by a successful track record in driving support, adoption, and value realization. Operational excellence is key to this position, ensuring round-the-clock support coverage for critical applications. You will implement ITIL best practices for incident, problem, and change management, drive root cause analysis, and spearhead continuous improvement initiatives. Collaboration and communication are essential aspects of your responsibilities. You will partner with various teams including Product, Engineering, QA, and Customer Success to ensure seamless issue resolution. Acting as an escalation point for critical incidents and customer concerns, you will communicate effectively with stakeholders on support metrics, trends, and improvement plans. Technological proficiency is required to evaluate and implement support tools and platforms, leveraging automation and AI to enhance support efficiency. Compliance and risk management are crucial, necessitating adherence to data protection, security, and regulatory requirements, alongside proactive risk monitoring and mitigation strategies. To qualify for this role, you should hold a Bachelors or Masters degree in Computer Science, Information Technology, or a related field, with over 15 years of experience in application support, including at least 3 years in a leadership role. Demonstrated experience in managing global support teams for SaaS or enterprise software products is essential, along with a hands-on entrepreneurial working style, strong understanding of ITIL, DevOps, and Agile methodologies, and exceptional communication, leadership, and stakeholder management skills. Preferred skills include experience with cloud platforms (AWS, Azure, GCP), familiarity with observability tools (Datadog, Splunk, New Relic), knowledge of database and application performance tuning, and certifications in ITIL, PMP, or similar frameworks. Joining Icertis, the global leader in AI-powered contract intelligence, means being at the forefront of revolutionizing contract management. With a commitment to fairness, openness, respect, teamwork, and execution, Icertis empowers organizations worldwide with powerful insights and automation to drive revenue growth, cost control, risk mitigation, and compliance adherence. Trusted by major corporations globally, Icertis is dedicated to realizing the full potential of commercial agreements across numerous countries.,