Job Description

CORE RESPONSIBILITIES

• Technical Support Leadership & Strategy

• Define and execute the global technical support strategy to ensure outstanding customer experience and alignment with BlueCrest service objectives

• Lead, coach, and develop Technical Support teams to maintainhigh levels of performance, technical expertise, and customer satisfaction.

• Monitor and analyze support trends, service KPIs, and operational performance to identify improvements and drive continuous optimization.

• Escalation & Issue Resolution Management

• Oversee management of high‑priority customer technical escalations, ensuring timely resolution and clear communication to stakeholders.

• Establish and enforce escalation protocols, identifying systemic issues and partnering with cross-functional teams to prevent recurrence.

• CrossFunctional Collaboration & Product Readiness

• Partner closely with Engineering, Product Management, Field Service, and Quality teams to provide feedback on product performance, reliability, and customer-impact issues.

• Contribute to product release readiness by ensuring support teams are trained, equipped, and aligned ahead of new launches or updates.

• Customer Advocacy & Experience Enhancement

• Serve as the voice of the customer within BlueCrest, ensuring customer insights influence product design, service decisions, and long-term strategy.

• Champion initiatives that enhance the customer experience, such as self-service tools, knowledge bases, training content, and digital support channels.

• Operational Excellence & Process Management

• Establish and maintain support processes, documentation standards, and service workflows that maximize efficiency and consistency.

• Leverage data, analytics, and reporting to drive informed decision-making and maintain executive visibility into support operations.

• Budgeting, Planning, and Resource Management

• Oversee resource planning, staffing strategies, and workforce development to meet service and performance goals.

• Evaluate and implement technologies, tools, and platforms that increase the scalability and effectiveness of Technical Support.

KEY RELATIONSHIPS

• ManagerAlign on service strategy, organizational priorities, resource planning, and escalations requiring executive visibility.

• Engineering & Product ManagementCollaborate on escalation resolution, defect prioritization, product improvements, and future product planning.

• Field Service & Customer Service TeamsCoordinate on customer issues, field escalations, service readiness, and end-to-end support delivery.

• Quality & Reliability Teams: Share trends, failure data, and customer feedback to drive product quality improvements.

• Sales & Account ManagementPartner on major customer accounts, high-visibility escalations, and service commitments tied to business objectives

• Training & Documentation TeamEnsure accurate, up-to-date technical content and internal training materials for support readiness.

• Customers & End UsersServe as a strategic technical partner, ensuring timely issue resolution and fostering trust and satisfaction.

• Vendors & Technology PartnersManage relationships related to tools, systems, or third-party technologies used in technical support operations.

Qualifications

PREFERRED:

• Master’s degree in computer science, Information Technology, Engineering, or Business (or related field).

• 10+ years in technical support / service operations with 5+ years leading managers and global/multisite teams.

• Experience operating global followthesun models and managing outsourced/partner ecosystems with clear RACI and performance management.

• Prefer strong sortation, mailing, print, and operational experience, with an emphasis on service delivery.

• Prefer expertise in client mailing workflow, including competitive products, BlueCrest legacy, and current BlueCrest products.