Director, NA L3 Support – Remote Leadership

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

Benefits offered by this job

Competitive salary and benefits

Remote work environment

Growth opportunities

Job summary

Centric Software is seeking a Director of North America Level 3 Support. You will lead the technical escalation team handling the most complex issues regionally, partnering with L1/L2 teams to ensure a seamless escalation path and exceptional customer experience.

With 10+ years in enterprise support and 5+ in leadership, you will drive global best practices, mentor talent and collaborate with R&D to optimize performance and uptime across private cloud and on-prem deployments.

Qualifications

• Bachelor’s degree in relevant field.
• 10+ years in enterprise technical support, incl. 5+ years in a leadership role.
• Deep expertise in PLM software, SaaS, and hybrid cloud/on-premise environments.
• Proven ability to manage escalations and perform root cause analysis.
• Experience with ITIL or DevOps-like incident management.

Responsibilities

• Lead a team of Level 3 support engineers across North America.
• Collaborate with Level 1/2 teams to streamline escalations and improve resolutions.
• Drive global best practices while tailoring to regional needs.
• Serve as primary escalation point for critical issues and ensure customer satisfaction.
• Mentor and develop regional talent; participate in RCA efforts.
• Monitor KPIs and drive improvements in efficiency and SLAs.

Skills

Leadership

PLM software

SaaS

ITIL

Data-driven decisions

Communication

Customer focus

Collaboration

Troubleshooting

Education

Bachelor's degree

Tools

Hybrid cloud/on-premise

Job description

Centric Software is seeking a Director of North America Level 3 Support. You will lead the technical escalation team handling the most complex issues regionally, partnering with L1/L2 teams to ensure a seamless escalation path and exceptional customer experience.

With 10+ years in enterprise support and 5+ in leadership, you will drive global best practices, mentor talent and collaborate with R&D to optimize performance and uptime across private cloud and on-prem deployments.