Director of Tier 3 and Support Engineering

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US Accountabilities: Leadership and team development: Lead, coach, and develop managers and specialists across Tier 3 Support and Support Engineering, overseeing recruitment, performance management, career progression, and team effectiveness. Establish clear role expectations, technical skill frameworks, and advancement pathways for employees progressing from Tier 1 and Tier 2 into specialized support roles. Escalation management: Own the end-to-end escalation process, from Tier 2 handoffs through complex issue resolution and Engineering collaboration. Establish clear escalation criteria,…