Director, NA L3 Support & Escalations

Centric-Software; Campbell (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote work environment

Competitive salary and benefits

Job summary

Centric Software is seeking a seasoned Director, North America Level 3 Support to lead our technical escalation team across North America. You will own the most complex incidents, partner with Level 1/2 teams, and drive regional excellence with global alignment.

You will mentor engineers, ensure timely resolutions, and contribute to RCA efforts while maintaining exceptional customer experience and high uptime for cloud and on-prem deployments.

Qualifications

• Bachelor’s degree in relevant field.
• 10+ years of experience 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, perform root cause analysis, and work with R&D to drive 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: leadership, presentation, data-driven decision-making, customer focus, collaboration, adaptability, strong troubleshooting.

Responsibilities

• Lead and develop a team of Level 3 support engineers across North America.
• Act as primary escalation point for critical customer issues and ensure timely resolution.
• Collaborate with Level 1 and Level 2 Support teams to streamline escalations.
• Drive adoption of global Level 3 Support best practices while tailoring them to regional needs.
• Collaborate with Cloud Operations and R&D to ensure system performance, scalability, and uptime.
• Engage with customers, build trust, and provide technical advisement to high-value clients.
• Monitor KPIs, backlog, and satisfaction scores; report trends to senior leadership.
• Lead post-mortem reviews to identify product and process improvements.

Job description

Centric Software is seeking a seasoned Director, North America Level 3 Support to lead our technical escalation team across North America. You will own the most complex incidents, partner with Level 1/2 teams, and drive regional excellence with global alignment.

You will mentor engineers, ensure timely resolutions, and contribute to RCA efforts while maintaining exceptional customer experience and high uptime for cloud and on-prem deployments.