Sr. Director of Application Support, Americas | Cloud & On-Premise

Resolution Technologies, Inc.; Hoboken (NJ); On-site; USD 180,000 - 230,000; Full time

Job summary

Resolution Technologies, Inc. is seeking a Senior Director of Application Support for the Americas to lead a large, global Customer Support organization spanning Cloud and On-Premise environments.

You will oversee Tier 2-3 engineering teams, Technical Account Managers, and offshore operations, totaling around 60 professionals across multiple sites. The role emphasizes strengthening customer relationships, improving CSAT and loyalty, and ensuring strict adherence to SLAs and KPIs while driving

Qualifications

• 7+ years of leadership experience in large support organizations
• 5+ years in customer-facing or outbound roles
• Experience managing enterprise-scale systems
• Experience with Cloud and On-Premise environments
• Degree in Computer Science or related field
• Experience in cross-functional/matrix environments
• Knowledge of Financial Market Compliance is a plus

Responsibilities

• Lead Tier 2 and Tier 3 support teams, including offshore operations
• Own end-to-end customer support for Cloud and On-Premise customers across the Americas
• Improve CSAT and customer loyalty through proactive actions
• Ensure adherence to SLAs, KPIs, and contracts
• Drive continuous improvement by analyzing field issues
• Deliver exceptional service quality and technical resolutions
• Build cross-functional partnerships with Professional Services, R&D, Cloud Operations, and Product
• Manage customer engagement and escalation processes to resolve critical issues
• Inspire and retain a high-performing team in the Americas region
• Lead initiatives to reduce backlog and optimize support processes

Skills

Leadership

Customer-facing

Cross-functional

Process improvement

Cloud & On-Premise

SLA/KPI management

Stakeholder management

Team management

Education

Bachelor's degree in Computer Science or related

Job description

Senior Director of Application Support, Americas

Cloud & On-Premise Lead a large, multi-disciplinary Customer Support organization responsible for the full SaaS product portfolio across On-Premise and Cloud environments. This role oversees Tier 2-3 engineering teams, a group of Technical Account Managers, and offshore support operations, totaling approximately 60 support professionals across multiple global sites.

Role & Responsibilities

• Lead and manage Tier 2, and Tier 3 support teams, including offshore operations (approximately 60 engineers).
• Own end-to-end customer support for Cloud and On-Premise customers across the Americas.
• Strengthen customer relationships and drive measurable improvements in CSAT and customer loyalty.
• Ensure strict adherence to SLAs, KPIs, and contractual service commitments.
• Drive Continuous Improvement initiatives by analyzing field issues and implementing corrective actions.
• Deliver exceptional service quality, communication, and technical resolutions.
• Build strong cross-functional partnerships with Professional Services, R&D, Cloud Operations, and Product teams.
• Manage customer engagement and escalation processes, ensuring timely, transparent, and effective resolution of critical issues.
• Build, inspire, and retain a high-performing team within the America region, including matrix-managed environments.
• Lead initiatives to reduce backlog, improve operational efficiency, and optimize support processes.

Knowledge & Qualifications

• Degree in Computer Science, Industrial/Electronic Engineering, or equivalent deep technical experience in IT, infrastructure, and complex system integrations.
• Experience in the Financial Market Compliance is a major plus.
• 7+ years of leadership experience managing support organizations, including large engineering teams.
• 5+ years in customer-facing or outbound engagement roles.
• Proven experience managing complex, enterprise-scale systems.
• Demonstrated ability to lead teams in cross-functional and matrix environments.
• Outstanding leadership, communication, and interpersonal skills.
• Strong customer-facing capabilities.
• 5+ years of experience supporting Cloud functions and solutions.
• Experience in organizations that made transformation from On-Prem to Cloud.

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