Customer Support

As a leader in the field of application support, you will be responsible for defining and executing the application support strategy in alignment with business goals. Your role will involve leading and mentoring a global team of support engineers and managers, establishing key performance indicators (KPIs) and service level agreements (SLAs) to measure and enhance support performance, and defining strategies and processes in collaboration with Icertis solution partners. Customer focus is a key aspect of this role, requiring you to build relationships based on trust and professionalism with global customers of enterprise products. Your management skills will be crucial in driving support, adoption, and value realization for these customers. Operational excellence is another key area of responsibility, where you will ensure 24/7 support coverage for critical applications, implement ITIL best practices for incident, problem, and change management, and drive continuous improvement initiatives through root cause analysis. Collaboration and communication are essential in this role, as you will partner with Product, Engineering, QA, and Customer Success teams to ensure seamless issue resolution. You will act as an escalation point for critical incidents and effectively communicate with stakeholders on support metrics, trends, and improvement plans. Your expertise in technology and tools will be utilized to evaluate and implement support tools and platforms, leveraging automation and AI to enhance support efficiency and reduce manual effort. Compliance and risk management are critical aspects of this role, requiring you to ensure adherence to data protection, security, and regulatory requirements, as well as manage risk through proactive monitoring and mitigation strategies. To qualify for this position, you should hold a Bachelors or Masters degree in Computer Science, Information Technology, or a related field, along with at least 15 years of experience in application support, including a minimum of 3 years in a leadership role. Experience in managing global support teams for SaaS or enterprise software products, understanding of ITIL, DevOps, and Agile methodologies, and strong communication, leadership, and stakeholder management skills are essential. Preferred skills for this role include experience with cloud platforms (AWS, Azure, GCP), familiarity with observability tools (Datadog, Splunk, New Relic), knowledge of database and application performance tuning, and certifications in ITIL, PMP, or similar frameworks. Join us at Icertis, the global leader in AI-powered contract intelligence, where we revolutionize contract management to empower customers with insights and automation for business success. As part of our team, guided by our FORTE valuesFairness, Openness, Respect, Teamwork, and Executionyou will play a crucial role in shaping the future of contract intelligence.,