Senior Director of Application Support, Americas Region

Resolution Technologies, Inc. · Hoboken

FULL TIME

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.

Proven experience managing complex, enterprise-scale systems.

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