Employer description & source details
Redwood is moving Global Support to a regional ownership model with consistent follow-the-sun coverage. As Regional Director of Technical Support for APAC you will be the senior Support leader based in Hyderabad, accountable for customer outcomes, operational performance, talent, and local execution across Redwood's You will lead the full India Support organization, which currently has 24 team members reporting through this position and is expected to grow by approximately 100 percent over the next 12 months. You will develop managers, team leads, and support engineers; own executive escalations; and build a strong Hyderabad leadership bench. You will partner with the other Regional Directors and with Engineering, Product, Sales, Customer Success, People, and Finance to deliver one global support experience.This role is based in our Hyderabad office and requires a minimum of three days per week on site, with closer to five days strongly preferred. It leads a 24x7 support operation, requires planned overlap with global leaders and participation in a critical escalation rotation, and includes travel two or three times per year for customer and 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, Use operating data to identify customer and delivery risk, set priorities, and hold leaders accountable for Own regional workforce and headcount planning and provide budget input in partnership with Finance and Serve as the senior Support escalation owner for severe incidents, strategic accounts, and customer situations that put trust, ren
Extracted skills: sales, customer success, security, finance, operations