Technical Support Director, Global Escalation (or Senior Manager)

Technical Support Director, Global Escalation (or Senior Manager)

Our client is an IT company, providing the security systems services to the customers in the various industry. They are looking for a Regional Technical Support Director or Senior Manager, Global Escalation to be based in their Singapore office.


The Support Director will be responsible to manages or directs support operations for the company in a designated region, this includes managing the activities of in-house, field and on-site Support engineers. Those with lesser expereince will be given the Senior Manager, Support position.

The individual will also interact with customers at both a tactical and a strategic level, as well as participate in regular service review meetings with customers within the designated region (and beyond if required).

The individual will be expected to actively participate in the planning and strategic reviews of the company’s support service offerings.

Assists with customer escalations and formal responses for such escalations. This includes assisting in the definition and development of support strategies, processes and roles, ensuring customer satisfaction and arranging appropriate resources.

Implements strategic policies and decision making skills when selecting or recommending methods, techniques, and evaluation criteria for obtaining results to defined departmental objectives.

Establishes and assures adherence to budgets, schedules, work plans and performance requirements.

Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers.

To oversee the technical support function of engineers

To supervise engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning appliances or software. Ensure team goals and expectations are met.

Participate in a 24×7 worldwide “manager on duty” on-call roster.

Assist with customer escalations, interfacing with customers to establish, document and complete specific problem situations to acceptable standards. Assembles chronology of the escalated issue maintaining a strong sense of urgency and dedication to bring customer issues to completion within appropriate time frames.

Agrees on and documents closure criteria for customer escalations with the customer.

Role is focal point for successfully resolving customer escalations – coordinating across Support, Sales and Engineering to define and communicate status and plan of action to customers and exec team and ensure proper follow-up until resolved

To be responsible for continuously improving the escalation process and engagement model across all functions to expedite resolution and prevent escalations – works hand-in-hand with serviceability counterpart and new product introduction.


A degree holder in IT, Telecom, Engineering or equivalent experience, plus 10+ years professional IT experience, experience in technical support or IT service delivery, particularly with security, and/or carrier services and network applications.

Formal management training, plus experience leading a team of professional Technical Support or IT staff.

Experience in providing or participating in the delivery of support services.

Strong customer focus to service delivery, ability to be flexible in the approach of support service delivery.

Experience in managing vendor support services, in an IT vendor role.

Remuneation: SGD 180K- 260K- depends on the experience and qualifications.

Those interested, please send your profile to We regret to inform that only shortlisted candidate will be notified.