Regional Director of Technical Support

Overview

Lead the APAC Technical Support organization as Regional Director, based in the Hyderabad office, owning customer outcomes, operational performance, talent development and local execution across Redwood's product portfolio.

What you'll do

• Own end-to-end support delivery across APAC, including staffing, capacity, queue health, service-level performance, backlog, time to resolution, customer satisfaction and escalation trends.
• Establish reliable follow-the-sun handoffs, on-call coverage and major-incident leadership across weekday, weekend and off-hours shifts.
• Use operating data to identify customer and delivery risk, set priorities and hold leaders accountable for corrective action.
• Own regional workforce and headcount planning and provide budget input in partnership with Finance and People.
• Serve as the senior Support escalation owner for severe incidents, strategic accounts and customer situations that put trust, renewal or expansion at risk.
• Communicate clearly with customer executives during incidents, align technical and business stakeholders on recovery plans, and ensure timely follow-up after resolution.
• Partner with Customer Success and Sales on account health, executive engagement, renewal risk and recovery plans while maintaining clear ownership boundaries.
• Ensure major incidents produce useful root-cause analysis, corrective actions and measurable prevention work.
• Hire, lead, coach and develop managers, team leads and support engineers; set clear expectations and address performance issues promptly and fairly.
• Build succession plans, technical and leadership career paths, and cross-product capability so the region is not dependent on a small number of experts.
• Strengthen the Hyderabad Support hub through disciplined hiring, onboarding, employee development, retention and an inclusive high-accountability culture.
• Partner with People, Finance, Workplace and local leaders on workforce planning, employee matters, compensation input and office operating needs.
• Partner with Engineering and Product on defects, product-quality trends, release readiness, problem management and long-term fixes for recurring customer issues.
• Improve knowledge management, self-service, case quality and support workflows across the region.
• Drive responsible adoption of AI-assisted support and automation, with attention to accuracy, customer data, security and measurable outcomes.
• Represent the region in global Support leadership and contribute to common processes, tooling, metrics and strategy across all product lines.
• Lead regional change for Atlas 2, including the move from product-aligned management to regional ownership and changes to support delivery enabled by AI.

What you'll need

• 8+ years in enterprise technical or application support, including 4+ years leading managers, team leads or multiple support teams.
• Experience owning a 24x7 or follow-the-sun support operation across countries, time zones or product lines.
• A record of improving support performance using service levels, backlog health, time-to-resolution, customer satisfaction, escalation, quality and workforce data.
• Executive-level customer leadership during severe incidents, complex escalations and at-risk account situations.
• Experience hiring and developing leaders, managing performance, building succession plans and retaining strong technical talent.
• Workforce, headcount and budget planning experience for a support region or business unit.
• 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, defect prioritization, product quality and systemic improvement.
• Demonstrated success leading organizational change, process improvement and adoption of support technology or AI-assisted workflows.
• Clear written and spoken English, with the ability to translate between technical teams, customer executives and business leaders.
• Bachelor's degree or equivalent relevant experience.
• Ability to work from the Hyderabad office at least three days per week, with more frequent office presence preferred, and to travel two or three times per year.

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; relevant service-management certification is helpful but not required.

Details

• Location: Hyderabad office, India (APAC).
• Work mode: on site at least three days per week, with closer to five days strongly preferred.
• Leads a 24x7 support operation, with planned overlap with global leaders and participation in a critical escalation rotation.
• Travel two or three times per year for customer and team meetings.