Director, Technical Support

As a Director at Automation Anywhere, you will manage the Technical Excellence Centre (TEC) function within the Worldwide Support organization. In this role, you will be responsible for supporting high-end enterprise customers and channel partners with advanced support needs. Your key responsibilities include building the infrastructure to support the company's growth, leading a team of technical experts, and collaborating with Product Management, Engineering, and Customer Support teams to deliver excellent customer service. Your role is vital in ensuring customer success, preparing internal technical teams for new solutions, and overseeing the operation of Technical Support teams. You will be responsible for executing customer service strategy, meeting key performance metrics, and driving service level attainment, customer satisfaction, and financial results. As the Director of TEC, you will lead a team of seasoned Automation Anywhere product experts, driving initiatives that facilitate large-scale transformation across Technical Support organizations. You will partner with various internal teams to ensure readiness for product releases, create data-driven models for continuous improvement, and drive strategic-level goals within the organization. The ideal candidate for this role will have at least 10 years of industry experience, with a focus on Customer Support in a software, SaaS, or systems development environment. Strong leadership skills, technical aptitude, and the ability to thrive in a fast-paced environment are essential. Additionally, a solid understanding of Customer Support processes and experience with multi-tenant SaaS environments is required. Key responsibilities of the role include building and leading the TEC function, driving strategic direction for Supportability and Release Readiness, advocating for customer needs, and leading cross-functional executive meetings. You will also mentor a team of escalation managers, provide business leadership on key projects, and drive operational excellence within the function. The successful candidate will possess excellent communication skills, problem-solving abilities, and a customer-focused mindset. Strong analytical skills, planning and organization capabilities, and relationship-building skills are also essential. Preferred qualifications include experience with robotic process automation products (RPA) and familiarity with back-end technologies like PHP, NodeJS, and MongoDB. If you are a dynamic leader with expertise in Technical Support and a passion for driving customer success, this role at Automation Anywhere offers a unique opportunity to make a significant impact and contribute to the future of work through AI-powered automation.,