VP Global Platform Support
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Job Description
Global Platform Support Leader responsible for the stability and governance of technology platforms across regions. Driving issue resolution and training for effective regional support teams.
Responsibilities:
- Own Level 3 support escalations across all regions, ensuring consistent and timely resolution of escalations beyond regional Level 2 capability.
- Partner with Global Engineering (Level 4) on issues requiring code fixes, architecture changes, or release-based remediation.
- Ensure disciplined escalation management aligned with the defined global support framework.
- Monitor systemic patterns and recurring issues, escalating root-cause insights to Product and Engineering.
- Maintain global visibility into platform health, product utilisation, escalation trends, and service quality metrics.
- Lead delivery of high-complexity configurations and multi-system integrations.
- Establish and maintain global configuration standards for complex implementations.
- Support partner implementations, ensuring consistency in global platform setup and quality control.
- Drive continuous improvement in support processes, documentation, and knowledge management.
- Develop and maintain global training frameworks to ensure consistent onboarding and product adoption.
Requirements:
- Bachelor’s/Post-secondary degree in X or relevant experience
- 10+ years’ experience in technology operations, support leadership, or platform service management within a complex, multi-region environment.
- Strong understanding and experience in utilizing multi-level support models and escalation frameworks.
- Demonstrated experience leading cross-functional technical escalations and partnerships with engineering organisations.
- Experience designing global standards, frameworks, and operational governance models.
- Exceptional stakeholder communication and organisational alignment capability.
- Proficiency in Microsoft Office Suite.
- Ability to do basic math.
- Attention to detail.
Benefits:
- Company Paid Basic Life & AD&D Insurance
- Company Paid Short-Term Disability
- Voluntary Long-Term Disability Insurance
- Robust Wellness Program with incentives available to save money on your medical insurance premiums.
- Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage
- Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.
- Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.
- Flexible Spending Accounts
- Dependent Care Savings Account.
- Dental Insurance Plan
- Vision Insurance Plan
- 9 Company Paid Holidays including the day after Thanksgiving.
- Generous paid time off programs for vacation and sick days
- Employee Assistance Plan with access to Talk Space Therapy
- Family Medical Leave
- Paid Parental Leave (4 weeks)
- Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
- Bereavement Leave
- 401(k) Retirement Plan with a generous match per pay period
- Student Loan Payment Match
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