Vice President – Global Application Support

Role Overview

• Define and implement the global application support strategy aligned with business goals, customer success outcomes, and product roadmap priorities.
• Lead and manage Level 1, 2, and 3 global support operations across multiple regions and time zones in a 24x7 follow-the-sun model.
• Define and own strategy, capacity, staffing and skill development for teams responsible for both standard and premium support model.
• Establish and oversee performance management metrics for support operations.
• Own incident, change, and problem management processes, including major incident coordination and post-incident reviews.
• Lead a global support team including support engineers, incident liaisons, knowledge management resources, and regional support leads.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field
• 12+ years of progressive experience in SaaS application support, technical operations, or customer support
• Minimum of 5 years managing global or distributed support teams, including shift-based and 24x7 operations
• Experience with enterprise-scale support models and operational frameworks such as ITIL, SRE, or DevOps

Benefits

• Flexible work environment
• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with match (6% employer match up to $12,000 annually)
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Paid holidays, vacation, and volunteer time
• Employee Assistance Program (EAP)