Director Technical Support

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1. Requirements:

• Bachelor’s or Master’s degree in business, engineering or a related field.

• 13+ years of experience in Product Support (L1 & L2) with 3+ years in leadership roles.

• Proven track record of managing multiple customers, products and teams simultaneously.

• Strong problem solving, analytical and decision-making skills with a customer-first approach.

• Ability to work in a fast-paced environment and complex support operations.

• Strong communication and stakeholder management skills.

• Passionate about delivering exceptional customer experiences with a deep understanding of customer needs and expectations.

• Develop and execute comprehensive support strategy to enhance customer experience and aligned to business objectives.

• Lead and manage multiple support teams ensuring high performance and continuous improvement.

• Collaborate with stakeholders for effective resolution and service delivery.

• Ensure effective communication and issue resolution among internal and external stakeholders.

• Establish and track key performance metrics to measure effectiveness and efficiency, identifying areas for service and productivity improvements.

• Strong understanding of software products, technologies and customer requirements to provide product feedback to drive enhancements.

• Identify opportunities to improve processes, knowledge base management and self-service or diagnostic tools.

• Actively contribute to business review meeting and conduct team governance meetings, reviews and reporting.

• Manage Support budgets and optimal resources allocation to meet business objectives and customer demand.

• Foster a culture of customer-centric mindset and continuous improvement with a focus of delivering high quality support experiences.

3. Skills-

Experience in Healthcare domain is mandate.