Vice President, Global Application Support

Duck Creek Technologies

11d•Remote

About The Position

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek. WHO WE ARE: Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies. Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance. We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location. If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”! To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. TITLE: Vice President of Global Application Support WHAT YOU’LL DO The Vice President, Global Support is responsible for leading Duck Creek’s global SaaS application support function across Level 1, 2, and 3 tiers for Standard and Premium Support service models. This role oversees approximately 50-70 professionals worldwide and drives operational excellence in incident management, escalation processes, service delivery, and customer communication. This position defines and executes support strategy aligned with customer satisfaction, product stability, and operational KPIs, including MTTR, CES, NPS, SLA adherence, and backlog health. The role partners closely with Product, Engineering, Cloud Operations, and Customer Success to deliver seamless, responsive support to customers across regions and time zones.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
12+ years of progressive experience in SaaS application support, technical operations, or customer support.
Minimum of 5 years managing global or distributed support teams, including shift-based and 24x7 operations.
Experience with enterprise-scale support models and operational frameworks such as ITIL, SRE, or DevOps.
Deep understanding of global enterprise SaaS support operations and incident management best practices and systems.
Proven ability to lead and scale distributed, high-performing technical support teams.
Strong operational acumen with demonstrated success driving performance against key metrics (MTTR, CES, NPS, SLA).
Proficiency in support tooling systems (ticketing, monitoring, knowledge base, analytics).
Skilled in root cause analysis, structured problem solving, and escalation frameworks.
Ability to manage high-severity customer incidents with urgency and composure.
Strong cross-functional collaboration skills with ability to influence Product, Engineering, and Customer Success.
Clear and effective verbal and written communication at executive levels.
Strategic thinker with ability to develop and implement long-term support models.
Highly organized with attention to detail and process standardization.
Skilled in change management and driving process adoption across global teams.
Data-driven decision-making mindset with the ability to translate metrics into action.
Customer-centric mindset with deep commitment to delivering value and positive outcomes.
Demonstrated ability to work effectively across cultures and geographies.
Commitment to talent development, engagement, and succession planning.

Nice To Haves

Master’s degree (MBA or technical) preferred.
Experience in the Property & Casualty (P&C) insurance or broader financial services domain.
Experience in high-growth SaaS or PE-backed environments undergoing operational scaling or transformation.

Responsibilities

Define and implement the global application support strategy aligned with business goals, customer success outcomes, and product roadmap priorities.
Lead and manage Level 1, 2, and 3 global support operations across multiple regions and time zones in a 24x7 follow-the-sun model.
Define and own strategy, capacity, staffing and skill development for teams responsible for both standard support and premium support model to scale with clearly defined process and accountability.
Establish and oversee performance management metrics for support operations, including MTTR, first contact resolution, CES, NPS, SLA adherence, and backlog health.
Own incident, change, and problem management processes, including major incident coordination and post-incident reviews.
Lead a global support team including support engineers, incident liaisons, knowledge management resources, and regional support leads.
Build and maintain a culture of high performance, accountability, continuous improvement, and customer focus.
Develop and manage operational frameworks and standard operating procedures for consistent global execution.
Oversee knowledge management strategy, ensuring high-quality content, runbooks, playbooks, and enablement materials.
Manage the global support tool ecosystem, including ticketing systems, monitoring tools, incident tracking, and reporting dashboards.
Serve as a key escalation point for high-severity customer issues and provide executive-level communication and coordination during critical incidents.
Provide insights and recommendations to executive stakeholders based on support trends, customer feedback, and incident data.
Collaborate with Product, Engineering, Cloud Operations, and Customer Success to reduce incident volume, improve resolution quality, and drive product improvements.
Business owner for all incident management systems, including ServiceNow, Jira and Zendesk.
Perform all other duties and activities as required.