Ptc
Director - Global Technical Support & Escalations
Shoreview, MN, USA · Director
Sponsorship not specified$128k-$150kDetected 30 days ago
Distributed SystemsAWSGCPAzureCloud PlatformsAccessibilityProduct ManagementProduct StrategyJiraSalesforceForecastingRecruitingCustomer SupportAccount RetentionLeadershipCommunicationMentoring
About the role
- We are looking for a strategic, data-driven Sr.
- 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.
Responsibilities
- 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:
- 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.
- 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.
- Director Global Technical Support & Escalations
- 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.
Requirements
- To succeed in this role within a Cloud and SaaS environment, the ideal candidate must possess a blend of high-scale operational expertise and deep architectural understanding.
- 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.
Nice to have
- Modern Support Tech Stack: Proficiency with industry-standard SaaS tools such as Salesforce Service Cloud, Jira, and PagerDuty.
- Certifications like Salesforce Admin & or Developer, AWS Certified Cloud Practitioner or ITIL v4 are a significant plus.
- PTC carefully considers a wide variety of factors when determining compensation.
Skills
- 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.
Compensation
- Compensation (CIP)
Benefits
- 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.
Company info
- Global "Follow-the-Sun"
- 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.
- Lead a multi-tiered global team, fostering a culture of technical excellence, accountability, and continuous professional growth.
- 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.
- SLA Compliance: Ensuring 99%+ adherence to response and resolution commitments for our customers.
- 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.
- Participation Rate: Ensuring all engineers are actively contributing to and refining the knowledge base as part of the resolution workflow.
This listing is sourced directly from Ptc's careers page and normalized into a canonical job model.