Centric Software
Director, NA L3 Customer Support
Campbell, CA · Director
Sponsorship not specifiedDetected 2 hours ago
DevOpsCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoring
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Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- At Centric Software we embrace our customers.
- Their success is in lock step with our success.
- This role requires deep technical expertise, strong leadership, and a proactive approach to problem-solving.
Responsibilities
- Lead and develop a team of highly skilled Level 3 support engineers across North America.
- Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer resolution times.
- Drive adoption of global Level 3 Support best practices while tailoring them to regional needs.
- Develop and mature regional talent through mentoring, training, and career development programs.
- Lead the investigation and resolution of the most critical and technically complex customer incidents affecting both private cloud and on-premise deployments.
- Collaborate with Cloud Operations and R&D to ensure optimal system performance, scalability, and uptime for hosted environments.
- Assist Level 1 & 2 Support regional leaders with customer engagement on high priority issues.
Requirements
- Bachelor's degree in relevant field.
- 10+ years of experience in enterprise technical support or product implementation, including at least 5 years in a leadership role.
- Experience working in ITIL, DevOps, or similar incident management frameworks.
- Education:
- 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.
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.
- Competitive salary and benefits.
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
- A remote work environment built on collaboration, flexibility, and respect.
Compensation
- Competitive salary and benefits.
Company info
- We're here to challenge the status quo-and we're looking for brilliant people who want to do the same.
- Engage directly with users and senior leaders at strategic / high-value customers, acting as a technical advisor to build trust and ensure long-term satisfaction on escalate issues.
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This listing is sourced directly from Centric Software's careers page and normalized into a canonical job model.