Duck Creek Technologies

Vice President – Global Application Support

Duck Creek Technologies

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $207,800 - $296,800 per year

Job Level

Lead

About the role

  • Define and implement the global application support strategy aligned with business goals, customer success outcomes, and product roadmap priorities.
  • Lead and manage Level 1, 2, and 3 global support operations across multiple regions and time zones in a 24x7 follow-the-sun model.
  • Define and own strategy, capacity, staffing and skill development for teams responsible for both standard and premium support model.
  • Establish and oversee performance management metrics for support operations.
  • Own incident, change, and problem management processes, including major incident coordination and post-incident reviews.
  • Lead a global support team including support engineers, incident liaisons, knowledge management resources, and regional support leads.

Requirements

  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field
  • 12+ years of progressive experience in SaaS application support, technical operations, or customer support
  • Minimum of 5 years managing global or distributed support teams, including shift-based and 24x7 operations
  • Experience with enterprise-scale support models and operational frameworks such as ITIL, SRE, or DevOps
Benefits
  • Flexible work environment
  • Medical, dental, vision, life, and disability insurance
  • 401(k) retirement plan with match (6% employer match up to $12,000 annually)
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • Paid holidays, vacation, and volunteer time
  • Employee Assistance Program (EAP)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS application supporttechnical operationsincident managementchange managementproblem managementperformance management metricsITILSREDevOps
Soft Skills
leadershipteam managementstrategic planningcapacity planningskill developmentcommunicationcollaboration