Director, NA L3 Customer Support (Remote)

Centric Software, Inc.; Kentucky; Hybrid; USD 180,000 - 240,000; Full time

Job summary

Centric Software, Inc. is seeking a Director, North America Level 3 Support to lead the regional escalation team and ensure world-class customer experiences. You will work closely with Level 1 and Level 2 groups to resolve the most complex incidents and drive best practices across North America.

The role demands deep PLM/SaaS expertise, leadership excellence, and a proactive approach to problem-solving. Remote or hybrid work within North America is supported, with a focus on operational

Qualifications

• Bachelor’s degree in a relevant field.
• 10+ years in enterprise technical support or product implementation.
• At least 5 years in a leadership role.
• Deep expertise in PLM software, SaaS, and hybrid cloud/on‑premise environments.
• Proven ability to manage escalations and root cause analysis.
• Experience with ITIL, DevOps, or similar incident management.
• Strong leadership skills in hiring, coaching, and developing teams.

Responsibilities

• Lead NA Level 3 support engineers and coordinate with Level 1/2 teams.
• Own escalation process and ensure timely resolutions with high customer satisfaction.
• Collaborate with Cloud Operations and R&D for performance and uptime.
• Drive regional talent development and training programs.
• Monitor KPIs and report trends to senior leadership.
• Lead post‑mortem reviews for major incidents.
• Advocate for product fixes and security patches.

Skills

Leadership

Presentation skills

Data-driven

Customer focus

Collaboration

Troubleshooting

Organization

Communication

Education

Bachelor's degree

Job description

Centric Software, Inc. is seeking a Director, North America Level 3 Support to lead the regional escalation team and ensure world-class customer experiences. You will work closely with Level 1 and Level 2 groups to resolve the most complex incidents and drive best practices across North America.

The role demands deep PLM/SaaS expertise, leadership excellence, and a proactive approach to problem-solving. Remote or hybrid work within North America is supported, with a focus on operational