Regional Director of Technical Support

OUR MISSION

At Redwood we empower our customers with lights-out automation for their mission-critical business processes.

ABOUT US

Redwood Software provides enterprise automation and orchestration for mission-critical business and IT processes. Our platform helps organizations automate workflows across ERP, hybrid cloud, data, and emerging AI systems. Redwood supports global enterprises that depend on reliable, secure automation across cloud and

on-premises environments.

CORE VALUES

• One Team. One Redwood
• Make Your Own Weather
• Obsess over Customer Success
• Work the Problem
• Be Curious
• Own the Outcome
• Respect Each Other

YOUR IMPACT

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

product portfolio.

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

team meetings.

Regional Support Operations

• 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.

Customer Leadership and Escalations

• 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. People and Hyderabad Office Leadership
• 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.

Product Quality and Continuous Improvement

• 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.

YOUR EXPERIENCE

• 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.

PREFERRED EXPERIENCE

• 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.

If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!