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Vice President – Global Application Support at Duck Creek Technologies | JobVerse
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Vice President – Global Application Support
Duck Creek Technologies
Remote
Website
LinkedIn
Vice President – Global Application Support
United States
Full Time
2 weeks ago
$207,800 - $296,800 USD
H1B Sponsor
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Key skills
SaaS
Customer Success
About this role
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)
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