Director - Global Technical Support & Escalations

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. We are looking for a strategic, data-driven Sr. Director - Director of Global Technical Support to lead our global technical support organization.

Requirements

• Cloud & SaaS Focus
• 15+ years in Technical Support leadership, with at least 10 years managing global, 24/7 'Follow-the-Sun' support models specifically for high-growth SaaS platforms
• Solid understanding of Public Cloud infrastructure (Salesforce, AWS, Azure, or GCP) and how distributed systems, microservices, and APIs impact the customer experience and resolution paths
• Proven track record of managing metrics unique to the SaaS lifecycle, including Churn reduction through support excellence, First Response Time (FRT) for tiered subscriptions, and platform availability impact on SLAs
• Modern Support Tech Stack
• Incident & Crisis Response
• Strategic Capacity Planning
• Technical Education: BS/MS in Computer Science, Information Technology, or equivalent experience

Benefits

• Medical, dental and vision insurance
• Paid time off and sick leave
• Tuition reimbursement
• 401(k) contributions and employer match
• Flexible spending accounts
• Life insurance
• Disability coverage
• Generous commuter subsidy