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Director, NA L3 Customer Support
Centric Software
CAN
Full-time
Director · 10+ years experience
Discovered 1 weeks ago
Free
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At Centric Software we embrace our customers.
Their success is in lock step with our success.
As the Director, North America Level 3 Support, you will lead the technical escalation team responsible for resolving the most complex customer issues within the region.
You are accountable for ensuring the L3 Support team functions as the customer facing POC for all issues escalated to their queue, driving through to closure.
You will work closely with Level 1 and Level 2 Support teams to ensure a seamless escalation process and world-class customer experience.
This role requires deep technical expertise, strong leadership, and a proactive approach to problem-solving.
You will also focus on regional talent development and operational excellence while ensuring alignment with global support strategies.
Full Job Posting
Qualifications:
- Education:
- Bachelor’s degree in relevant field.
- Experience:
- 10+ years of experience in enterprise technical support or product implementation, including 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:
- Strong leadership and presentation skills.
- Data-driven decision-making.
- Customer-focused mindset.
- Collaborative and adaptable.
- Strong technical and troubleshooting mindset.
- Excellent organizational and communication skills.
- What we offer:
- Competitive salary and benefits.
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
- Opportunity to work with a dedicated and motivated team.
- A remote work environment built on collaboration, flexibility, and respect.
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