Director, NA L3 Customer Support

Centric Software • Campbell, CA

3d

About The Position

The Director, North America Level 3 Support leads the regional technical escalation team and is accountable for acting as the customer-facing point of contact for issues escalated to L3, driving them through to resolution. The role works closely with regional Level 1 and Level 2 teams to ensure effective escalations and a strong customer experience, and aligns regional operations with global support strategies.

The director leads and develops L3 engineers, handles critical and complex incidents involving private cloud and on-premise deployments, and may participate directly in troubleshooting or own escalated tickets through closure. The position also collaborates with customers, senior customer leaders, Cloud Operations, R&D, and global support leadership to resolve incidents, improve reliability, and advocate for product fixes and enhancements.

The role is responsible for regional operational excellence, including monitoring support metrics, optimizing resources, reporting trends, leading incident reviews, recommending automation and process improvements, and developing regional talent. The position is based in North America and may be remote or hybrid within close proximity to Centric HQ. It reports to the VP, Global Customer Support.

Requirements

• Bachelor’s degree in a relevant field.
• 10 or more years of experience in enterprise technical support or product implementation.
• At least 5 years of experience 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.
• Experience hiring, coaching, and developing technical teams.
• Experience with ITIL, DevOps, or similar incident management frameworks.
• Strong leadership and presentation skills.
• Data-driven decision-making ability.
• Customer-focused mindset.
• Collaborative and adaptable approach.
• Strong technical and troubleshooting mindset.
• Excellent organizational and communication skills.

Responsibilities

• Lead and develop a team of Level 3 support engineers across North America.
• Collaborate with regional Level 1 and Level 2 teams to streamline escalations and improve customer resolution times.
• Apply global Level 3 Support best practices while adapting them to regional needs.
• Serve as the primary regional escalation point for critical customer issues and drive timely resolution and customer satisfaction.
• Mentor, train, and support career development for regional talent.
• Lead investigation and resolution of critical, technically complex incidents involving private cloud and on-premise deployments.
• Contribute hands-on to troubleshooting escalated issues as needed, potentially owning tickets through resolution.
• Collaborate with Cloud Operations and R&D to support performance, scalability, and uptime for hosted environments.
• Assist regional Level 1 and Level 2 leaders with customer engagement on high-priority issues.
• Engage users and senior leaders at strategic and high-value customers as a technical advisor.
• Contribute detailed technical analysis to root cause analysis efforts.
• Monitor regional KPIs, including resolution time, case backlog, and customer satisfaction.
• Optimize regional resource allocation while meeting SLAs.
• Recommend automation and efficiency improvements to senior leadership.
• Provide regular reporting and insights on support trends and metrics to senior leadership.
• Lead post-mortem reviews of major incidents and identify operational and product improvements.
• Work with the Sr. Director, Global L3 Customer Support to advocate for product fixes, enhancements, and security patches.
• Provide field insights on software performance, usability, and security vulnerabilities to inform product development priorities.
• Work with Cloud Operations to address platform challenges and improve regional system reliability.
• Use data-driven insights to identify areas for regional support improvement.
• Stay current with industry trends, emerging technologies, technical support and enterprise software troubleshooting practices, and regional customer needs.
• Recommend new support models, tools, and processes, and work with global Customer Support leadership to implement them.
• Drive efficiency gains while maintaining high-quality support.

Benefits

• 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.
• Remote work environment built on collaboration, flexibility, and respect.
• Varied and challenging work to help develop technical skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Director