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 support and premium support model to scale with clearly defined process and accountability.
• Establish and oversee performance management metrics for support operations, including MTTR, first contact resolution, CES, NPS, SLA adherence, and backlog health.
• 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.
• Build and maintain a culture of high performance, accountability, continuous improvement, and customer focus.
• Develop and manage operational frameworks and standard operating procedures for consistent global execution.
• Oversee knowledge management strategy, ensuring high-quality content, runbooks, playbooks, and enablement materials.
• Manage the global support tool ecosystem, including ticketing systems, monitoring tools, incident tracking, and reporting dashboards.
• Serve as a key escalation point for high-severity customer issues and provide executive-level communication and coordination during critical incidents.
• Provide insights and recommendations to executive stakeholders based on support trends, customer feedback, and incident data.
• Collaborate with Product, Engineering, Cloud Operations, and Customer Success to reduce incident volume, improve resolution quality, and drive product improvements.
• Business owner for all incident management systems, including ServiceNow, Jira and Zendesk.
• Perform all other duties and activities as required.

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.
• Master’s degree (MBA or technical) preferred.
• Experience in the Property & Casualty (P&C) insurance or broader financial services domain.
• Experience in high-growth SaaS or PE-backed environments undergoing operational scaling or transformation.
• Deep understanding of global enterprise SaaS support operations and incident management best practices and systems.
• Proven ability to lead and scale distributed, high-performing technical support teams.
• Strong operational acumen with demonstrated success driving performance against key metrics (MTTR, CES, NPS, SLA).

Tech Stack

• Cloud
• ServiceNow

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)