Director, Support

Who we are

Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI-based, continuous testing portfolio of products provides a new and fundamentally different way to perform software testing. An approach that's totally automated, codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality.

Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC. We empower innovators to push the boundaries of software testing, fostering a global community of continuous learners who pioneer AI-powered, highly performant, highly secure end-to-end testing tools that accelerate our customers' time to market including the largest brands in the world.

About the role

Tricentis is looking for an experienced Support leader who focuses on high quality service delivery to our customers and partners. The Director of Support will be a key member of our global support leadership team and take responsibility for the APAC Support organization.

This leader will be responsible for a 40+ member support team based in Manila, Philippines and Pune, India. The team is primarily responsible for technical issue identification and resolution, specializing in high-end, enterprise level support of customers and partners, with advanced support needs across a broad set of products and technical skill sets.

We work on a hybrid model (3 days in-office) for opportunities at our office locations.

Key responsibilities

• Strategic Leadership: Represent the APAC region in executive meetings and global strategic planning, ensuring alignment with overall company goals and objectives, and collaborating with internal stakeholders.

• Team Management: Lead, mentor, and develop a high-performing global customer support team, fostering a culture of accountability, customer retention, rigorous onboarding, continuous learning, and excellence. Mentor and coach existing Support managers and identify those with leadership potential.

• Customer Retention: Implement strategies to improve customer retention and key support metrics such as response time, resolution rates, and customer satisfaction scores. Serve as an escalation point of contact for internal partners and clients.

• Operational Excellence: Partner closely with global counterparts to align on scaled approaches to process, policy, and tools / systems design and usage.

• Data-Driven Decision Making: Utilize customer retention and time to value metrics, analytics and customer feedback to drive continuous improvements and develop proactive support strategies. Drive key KPIs, metrics, and accountability resulting in best-in-class benchmarks for a high functioning support organization.

• Collaboration & Alignment: Partner with regional Support leaders and cross functional partners (including product, sales, post sales and marketing teams) to ensure optimal customer retention. Advocate for product enhancements based on customer insights and analytics captured through support engagement.

• Culture-driven: We're seeking a leader who cares deeply about the tone and experience that our Manila-based team interacts with every day. This person will be a large part of driving that engagement on-site as one of the most senior leaders in-region. Additionally, this person will contribute greatly to the global Support culture as the APAC team supports clients in all time zones (and works with various Tricentis teams globally).

Qualifications

• 10+ years of experience in customer support

• 5+ years people management experience in a fast-paced, high-growth enterprise software environment.

• Experience managing and developing managers, leaders and teams.

• Strong expertise in customer support technologies, CRM systems, and AI-driven automation tools.

• Demonstrable leadership, communication, and stakeholder management skills.

• Data-driven mindset with a deep understanding of customer experience metrics.

• Ability to travel internationally as needed.

Key Competencies:

• Customer retention mindset with a bias to engage customers

• Run towards change: ability to constantly challenge the status quo, positioning the company for world-class customer retention, company scalability, and competitive advantages

• Strategic thinking and problem-solving

• Strong leadership and team-building skills

• Excellent communication and interpersonal abilities, both written and verbal

Why Tricentis?

Tricentis Core Values:

At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we'll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.

• Demonstrate Self-Awareness: Own your strengths and limitations.

• Finish What We Start: Do what we say we are going to do.

• Move Fast: Create momentum and efficiency.

• Run Towards Change: Challenge the status quo.

• Serve Our Customers & Communities: Create a positive experience with each interaction.

• Solve Problems Together: We win or lose as one team.

• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

Why You'll Love Working at Tricentis:

• Market competitive salary + success-oriented bonus.
• Day 1 HMO coverage with 3 free dependents.
• Hybrid work arrangement
• Work with the market leader in model-based automation testing.
• Supportive and engaged leadership team.
• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice
• We're a global company

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.