Job Description
Lead a large, multi-disciplinary Customer Support organization responsible for the full SaaS product portfolio across On-Premise and Cloud environments. This role oversees Tier 2-3 engineering teams, a group of Technical Account Managers, and offshore support operations, totaling approximately 60 support professionals across multiple global sites.
Job Responsibilities
- Lead and manage Tier 2, and Tier 3 support teams, including offshore operations (approximately 60 engineers).
- Own end-to-end customer support for Cloud and On-Premise customers across the Americas.
- Strengthen customer relationships and drive measurable improvements in CSAT and customer loyalty.
- Ensure strict adherence to SLAs, KPIs, and contractual service commitments.
- Drive Continuous Improvement initiatives by analyzing field issues and implementing corrective actions.
- Deliver exceptional service quality, communication, and technical resolutions.
- Build strong cross-functional partnerships with Professional Services, R&D, Cloud Operations, and Product teams.
- Manage customer engagement and escalation processes, ensuring timely, transparent, and effective resolution of critical issues.
- Build, inspire, and retain a high-performing team within the America region, including matrix-managed environments.
- Lead initiatives to reduce backlog, improve operational efficiency, and optimize support processes.
Numbers & Facts
| Location | Hoboken, NJ |
| Job Type | Full-time, Employee |
| Industry | Staffing/Employment Agencies |
| Salary | $200,000–$220,000 Per Year |
| Company Size | 51 - 200 |
| Year Founded | 2009 |
| Additional Compensation | Bonus |
| Website | http://www.resolution-tech.com |
Qualifications
- Degree in Computer Science, Industrial/Electronic Engineering, or equivalent deep technical experience in IT, infrastructure, and complex system integrations.
- Experience in the Financial Market Compliance is a major plus.
- 7+ years of leadership experience managing support organizations, including large engineering teams.
- 5+ years in customer-facing or outbound engagement roles.
- Proven experience managing complex, enterprise-scale systems.
- Demonstrated ability to lead teams in cross-functional and matrix environments.
- Outstanding leadership, communication, and interpersonal skills.
- Strong customer-facing capabilities.
- 5+ years of experience supporting Cloud functions and solutions.
- Experience in organizations that made transformation from On-Prem to Cloud.
Benefits
On Site Cafeteria, Paid Time-Off, Performance Bonus, Game Rooms, 401K Match, Paid Sick Days, Parking, Free Food and Drinks, Flexible Spending Accounts, Medical, Dental, Vision
About Company
Resolution Technologies is a leader in staffing and consulting. We help clients find top talent to help them meet their key business objectives while positively impacting their bottom line.
Here at Resolution Technologies, we understand that serving our clients and consultants is what matters most and promise to never lose sight of that! We take the time to understand your individual needs through face-to-face interaction and strive to always make sure your objectives are met. Resolution Technologies is a full-service Professional Staffing and Executive Search Firm specializing in Technology, Finance & Accounting, Manufacturing Ops, Human Resources, and Marketing/Sales offering flexible solutions for our clients ranging from contract, contract-to-perm, and direct perm placements. Whatever your needs are, we promise to provide unrivaled quality and service.
Skills
- Leadership
- CSAT
- Service Level Agreement (SLA)
- Software as a Service (SaaS)
- Customer Relations
- Customer Support/Service
- Customer Service Management
- Technical Support
- Technical Leadership
- Software Application Support (L2/L3)
Skills
- Cloud Computingunmatched
- Customer Support/Serviceunmatched
- Operational Supportunmatched
- Sales Managementunmatched
- Software Administrationunmatched
- Software as a Service (SaaS)unmatched
- Technical Leadershipunmatched
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.
Free resume templatesFree resume builder
Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.
Free resume builder