Global SaaS Application Support Leader

RiseMe; New Jersey; Hybrid; USD 180,000 - 230,000; Full time

Benefits offered by this job

Health insurance

401K plan

Paid time off

Company holidays

Wellness programs

Job summary

EDETEK is seeking a Head of Global Application Support to build and lead a scalable, customer-focused support organization for cloud-based clinical platforms. The role blends strategic leadership with hands-on ownership, coordinating with Product, Engineering, Cloud/IT/Security, Quality, and Implementation teams.

The candidate will design the operating model, team structure, and governance, while driving reliable service as the business scales. Open to remote, hybrid, or onsite arrangements.

Qualifications

• Strategic leader with 10+ years in enterprise application support.
• Experience building global, distributed support teams.
• Proven ability to manage SaaS operations and IT service mgmt.
• Experience with cloud-hosted platforms and regulated environments.

Responsibilities

• Define and execute global support strategy and operating model.
• Oversee multi-tier incident management and major escalations.
• Establish KPIs, dashboards, and governance routines.
• Collaborate with Product, Eng, and Quality teams.

Skills

Leadership

Executive communication

Cross-functional collaboration

Customer-focused service

Education

Bachelor’s degree in CS/IT/Engineering

Tools

ITSM tools

Monitoring & analytics

AI-enabled support tools

Job description

EDETEK is seeking a Head of Global Application Support to build and lead a scalable, customer-focused support organization for cloud-based clinical platforms. The role blends strategic leadership with hands-on ownership, coordinating with Product, Engineering, Cloud/IT/Security, Quality, and Implementation teams.

The candidate will design the operating model, team structure, and governance, while driving reliable service as the business scales. Open to remote, hybrid, or onsite arrangements.