Hiring: Director, NA L3 Customer Support Company: Centric Software Location: Campbell, CA Job Posted Time: 2026-09-13 13:04:11 Employment Type: Remote Target Skills & Keywords : Product Lifecycle Management, R, Root Cause Analysis, SaaS About the job Experience: •Assist Level 1 & 2 Support regional leaders with customer engagement on high priority issues. •Engage directly with users and senior leaders at strategic / high-value customers, acting as a technical advisor to build trust and ensure long-term satisfaction on escalate issues. •Contribute to the Root Cause Analysis (RCA) effort by providing deep technical breakdown of incident causes. •Monitor key performance indicators (KPIs), including resolution time, case backlog, and customer satisfaction scores, to measure team effectiveness within the region. •Optimize regional resource allocation to ensure efficiency while meeting SLAs. Required Skills: •At Centric Software we embrace our customers. Their success is in lock step with our success. •As the Director, North America Level 3 Support, you will lead the technical escalation team responsible for resolving the most complex customer issues within the region. You are accountable for ensuring the L3 Support team functions as the customer facing POC for all issues escalated to their queue, driving through to closure. •Work closely with Level 1 and Level 2 Support teams to ensure a seamless escalation process and world-class customer experience. •This role requires deep technical expertise, strong leadership, and a proactive approach to problem-solving. You will also focus on regional talent development and operational excellence while ensuring alignment with global support strategies. •Lead and develop a team of highly skilled Level 3 support engineers across North America. •Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer resolution times. •Drive adoption of global Level 3 Support best practices while tailoring them to regional needs. •Act as the primary escalation point for critical customer issues within the region, ensuring timely resolution and high customer satisfaction. Qualifications: •Bachelor’s degree in relevant field. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!