Director - Global Technical Support & Escalations

Pilot Thomas Logistics•Shoreview, MN

13h•Remote

About The Position

We are looking for a strategic, data-driven Sr. Director - Director of Global Technical Support to lead our global technical support organization. You will be responsible for the end-to-end technical support journey, ensuring PTC meets and maintains rigorous performance standards. Your primary focus will be in three areas, Customer Satisfaction, Team Satisfaction & Organizational Performance. A maniacal focus on operational health metrics i.e. CSAT, MTTR, and SLAs, while maintaining a lean, high-performing case backlog and a seamless escalation management framework. Strong experience and focus on Knowledge Center Services and the metrics & strategy to be effective.

Requirements

15+ years in Technical Support leadership, with at least 10 years managing global, 24/7 "Follow-the-Sun" support models specifically for high-growth SaaS platforms.
Prefer to have a candidate with experience supporting applications developed on the Salesforce platform.
Cloud Architecture Literacy: Solid understanding of Public Cloud infrastructure (Salesforce, AWS, Azure, or GCP) and how distributed systems, microservices, and APIs impact the customer experience and resolution paths.
SaaS Metrics Mastery: Proven track record of managing metrics unique to the SaaS lifecycle, including Churn reduction through support excellence, First Response Time (FRT) for tiered subscriptions, and platform availability impact on SLAs.
Modern Support Tech Stack: Proficiency with industry-standard SaaS tools such as Salesforce Service Cloud, Jira, and PagerDuty. Experience implementing AI-driven ticket deflection and automated sentiment analysis is highly preferred.
Incident & Crisis Response: Extensive experience leading support teams through Cloud service outages and security incidents, including managing real-time status page updates and post-mortem "Root Cause Analysis" (RCA) communications for Enterprise clients.
Strategic Capacity Planning: Ability to use SaaS growth projections (ACR/ARR) to forecast support headcounts and resource allocation, ensuring the team scales ahead of the customer base.
BS/MS in Computer Science, Information Technology, or equivalent experience.
Certifications like Salesforce Admin & or Developer, AWS Certified Cloud Practitioner or ITIL v4 are a significant plus.

Nice To Haves

Experience implementing AI-driven ticket deflection and automated sentiment analysis is highly preferred.
Certifications like Salesforce Admin & or Developer, AWS Certified Cloud Practitioner or ITIL v4 are a significant plus.

Responsibilities

Global Team Management (US, EMEA & India): To ensure seamless 24/7 coverage, you will lead a distributed workforce across multiple time zones, specifically focusing on our hubs in US, EMEA and India.
Global "Follow-the-Sun" Strategy: Manage a unified support handoff process between North America, EMEA, and India to ensure high-priority cases move toward resolution without delays during shift changes.
Metric Ownership & Strategy: Define and execute the strategy to consistently exceed global support benchmarks. You will own the reporting and optimization of: CSAT (Customer Satisfaction): Driving quality initiatives that improve customer experience across all tiers. Maintaining our 99% CSAT with a 25% survey return rate will be a key measure. MTTR (Mean Time to Resolution): Streamlining workflows and technical training to resolve complex issues faster. SLA Compliance: Ensuring 99%+ adherence to response and resolution commitments for our customers.
KCS: Evangelize and oversee the adoption of KCS methodologies across the global support organization. Shift the culture from "owning knowledge" to "sharing knowledge" to scale technical expertise across EMEA and India hubs.
Backlog & Capacity Management: Implement rigorous queue management protocols to minimize case backlog. Use data-driven forecasting to ensure staffing levels align with ticket volume trends.
Escalation Management: Serve as the ultimate authority for high-stakes technical escalations. Refine the "CritSit" (Critical Situation) process to ensure clear communication between customers, Engineering, and Executive leadership.
Operational Excellence: Audit and improve the support tech stack (Case, AI Chatbots, Knowledge Base) to automate repetitive tasks and empower customers through self-service.
Cross-Functional Advocacy: Act as the "voice of the customer" to Product and Engineering teams, using support data to influence the product roadmap and reduce inbound ticket volume.
Knowledge Management Strategy: Lead the "Knowledge-Centered Service" (KCS) initiative, ensuring the support team proactively contributes to a robust internal and external Knowledge Base to drive customer self-service and internal consistency.
Participation Rate: Ensuring all engineers are actively contributing to and refining the knowledge base as part of the resolution workflow.
KCS Competency: Tracking the progression of staff from "Candidates" to "Contributors" and "Publishers."
Knowledge Attach Rate: Measuring how often existing knowledge articles are linked to case resolutions to validate content utility.
Leadership & Mentorship: Lead a multi-tiered global team, fostering a culture of technical excellence, accountability, and continuous professional growth.
Continuous Improvement (CI) Framework: Maintain a structured "Post-Mortem" and Root Cause Analysis (RCA) process to identify recurring technical friction. Partner with Product and Engineering to drive long-term fixes, effectively "supporting the product out of the support queue."
Skills Matrix & Technical Upskilling: Maintain a global skills matrix to track competencies across Cloud architectures (Salesforce/AWS/Azure/GCP), API troubleshooting, and SFDC. Design tiered training programs that allow engineers to progress from generalists to Subject Matter Experts (SMEs).
Feedback Loops: Create a formal mechanism for Support to influence the Product Roadmap. Use trend analysis from the case backlog to provide data-backed insights on feature gaps, UI/UX friction, and stability issues.
QMS Leadership: Serve as the primary stakeholder for the Quality Management System (QMS) within the support organization, ensuring all technical support processes align with ISO 9001 standards .
Audit Readiness & Compliance: Maintain continuous "audit-ready" status for the global support organization. Oversee the documentation of standard operating procedures (SOPs), ensuring teams in US, EMEA and India strictly adhere to certified workflows.
Process Documentation & Control: Ensure all support interactions, escalation paths, and resolution protocols are meticulously documented and updated. Lead regular internal audits to identify and rectify process non-conformities before external surveillance audits.
People Management, Performance & Retention Performance Culture & Accountability: Establish clear performance frameworks and career ladders for Technical Support Engineers and Managers. Utilize data-driven Performance Improvement Plans (PIPs) and merit-based incentives to drive a culture of high accountability and technical excellence.
Global Talent Retention: Develop and execute regional retention strategies tailored to the competitive tech hubs in US, India and EMEA. This includes career development pathways, continuous technical upskilling on Cloud/SaaS stacks, and initiatives to prevent burnout in high-pressure, 24/7 environments.
Leadership Mentorship: Direct and coach a layer of regional Managers in US, EMEA and India, fostering a leadership pipeline that can operate independently while remaining aligned with global standards.
Employee Engagement & Inclusion: Build a cohesive "One Team" culture across disparate geographies. Ensure remote and international teams feel connected to the company mission through regular global all-hands, transparent feedback loops, and inclusive recognition programs.
Recruitment & Capacity Planning: Partner with HR to lead global hiring efforts, ensuring the organization scales effectively to meet quarterly growth targets while maintaining a high bar for technical and cultural fit.
Onboarding Excellence: Standardize a world-class onboarding curriculum for the US, EMEA and India hubs to reduce "Time to Productivity." Ensure new hires are equipped with both technical product knowledge and the soft skills required for high-stakes enterprise communication.