Senior Director of Application Support, Americas Region

Resolution Technologies, Inc.; Hoboken (NJ); On-site; USD 180,000 - 240,000; Full time

Job summary

Resolution Technologies, Inc. in Hoboken, NJ, seeks a Senior Director of Customer Support for the Americas to oversee Cloud & On-Premise support across SaaS products.

You will manage Tier 2-3 teams, offshore ops, and a 60-person global support network to drive service quality. Responsibilities include owning end-to-end support for Cloud and On-Premise customers, strengthening customer relationships, meeting SLAs and KPIs, and leading continuous improvement initiatives while partnering with

Qualifications

• 7+ years in leadership managing support organizations
• 5+ years in customer-facing or outbound engagement roles
• Experience leading cross-functional and matrix teams
• Outstanding leadership and communication skills
• 5+ years supporting Cloud functions and solutions
• Experience transforming from On-Prem to Cloud

Responsibilities

• Lead Tier 2 and 3 support teams, including offshore operations
• Own end-to-end customer support for Cloud and On-Premise across the Americas
• Strengthen customer relationships and drive improvements in CSAT and loyalty
• Ensure adherence to SLAs, KPIs, and contractual commitments
• Build partnerships with Professional Services, R&D, Cloud Operations, and Product teams
• Manage customer engagement and escalation processes to resolve critical issues

Skills

Leadership

Communication

Customer-facing

Cross-functional

Matrix management

Strategic planning

Education

Computer Science degree

Industrial/Electronic Engineering degree

Job description

Senior Director of Customer 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.

Senior Director of Customer Support, Americas | 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.

Senior Director of Customer Support, Americas | 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.
• 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.
• Published Description

Senior Director of Customer 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.

Senior Director of Customer Support, Americas | 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.

Senior Director of Customer Support, Americas | 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.
• 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.