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Precisely is a global leader in data integrity, serving 12,000+ customers including 90% of the Fortune 100 across 100+ countries. The company provides data integration, data quality, location intelligence, and data enrichment products that power business decisions.
You will lead a technical support team delivering exceptional support across on-premises software installations and hosted managed services in a 24x7 global environment. This role combines people leadership, customer advocacy, and AI-enabled innovation to ensure consistent, high-quality customer experiences at scale.
Key responsibilities include:
- Lead, coach, and develop a high-performing technical support team
- Manage two distinct team functions: Support Engineers (on-premises software support) and Technical Account Managers (hosted product customers: CCX, HMS, RCX)
- Identify and implement collaboration models between Support Engineers and TAMs to improve cross-team case resolution and knowledge sharing
- Support operational excellence across case management, escalations, and service delivery
- Build a strong team culture focused on service excellence, ownership, and accountability
- Oversee day-to-day support operations including shift coverage, workload balancing, and escalation management
- Support implementation of follow-the-sun coverage with handoff protocols and cross-regional team workflows
- Ensure consistent execution of global support processes including case management and KCS
- Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels
- Manage critical customer escalations, coordinating with engineering, product, and senior leadership
Required qualifications:
- Bachelor's degree or equivalent work experience
- 5+ years in enterprise technical/customer support with people leadership experience
- 3+ years managing teams
- Proficiency with MS Office Suite, CRM knowledge, AI implementation knowledge, and SQL
- Exceptional written and verbal communication skills with English proficiency
- Detail-oriented with strong decision-making and time management abilities
- Results-oriented mindset with ability to manage multiple priorities
- Pacific time zone location required for APAC customer coverage overlap
- Approximately 10% travel for client visits and company meetings
Precisely operates with a "work from anywhere" culture and is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate work and improve output quality.
