Regional Director of Technical Support

The role

You will lead the full India Support organization, managing 24 team members with expected growth. You will own end-to-end support delivery across APAC, manage executive escalations, and develop technical leadership.

What you will do

• Own end-to-end support delivery across APAC including staffing, capacity, and service-level performance
• Establish follow-the-sun handoffs, on-call coverage, and major-incident leadership
• Use operating data to identify customer and delivery risk
• Own regional workforce and headcount planning and provide budget input
• Serve as senior Support escalation owner for severe incidents and strategic accounts
• Communicate with customer executives during incidents
• Partner with Customer Success and Sales on account health and renewal risk
• Hire, lead, coach, and develop managers, team leads, and support engineers
• Build succession plans and technical and leadership career paths
• Partner with Engineering and Product on defects and product quality

Required qualifications

• 8+ years in enterprise technical or application support
• 4+ years leading managers, team leads, or multiple support teams
• Experience owning a 24x7 or follow-the-sun support operation
• Record of improving support performance using service levels and customer satisfaction data
• Executive-level customer leadership during severe incidents and complex escalations
• Experience hiring and developing leaders and managing performance
• Workforce, headcount, and budget planning experience
• Strong technical judgment across operating systems, databases, networking, APIs, cloud and on-premises environments, and enterprise software integrations
• Experience partnering with Engineering and Product on root-cause analysis and defect prioritization
• Success leading organizational change and adoption of support technology or AI-assisted workflows
• Clear written and spoken English
• Bachelor's degree or equivalent relevant experience

Nice to have

• Experience building or scaling a technical support organization in Hyderabad or another major India technology hub
• Experience supporting workload automation, enterprise orchestration, managed file transfer, finance automation, or other mission-critical enterprise software
• Working knowledge of Redwood products, including RunMyJobs, ActiveBatch, JSCAPE, Tidal, Finance Automation, or Cerberus
• Experience leading support across a portfolio that includes both SaaS and on-premises products
• Practical knowledge of incident, problem, change, and knowledge-management disciplines

About the company

Redwood Software provides enterprise automation and orchestration for mission-critical business and IT processes. Their platform helps organizations automate workflows across ERP, hybrid cloud, data, and emerging AI systems.