Regional Director of Technical Support

OUR MISSION
At Redwood we empower our customers with lights-out automation for their mission-critical business processes.
ABOUT US
Redwood Software provides enterprise automation and orchestration for mission-critical business and IT
processes. Our platform helps organizations automate workflows across ERP, hybrid cloud, data, and emerging
AI systems. Redwood supports global enterprises that depend on reliable, secure automation across cloud and
on-premises environments.

CORE VALUES
● One Team. One Redwood
● Make Your Own Weather
● Obsess over Customer Success
● Work the Problem
● Be Curious
● Own the Outcome
● Respect Each Other

YOUR IMPACT
Redwood is moving Global Support to a regional ownership model with consistent follow-the-sun coverage. As
Regional Director of Technical Support for APAC you will be the senior Support leader based in Hyderabad,
accountable for customer outcomes, operational performance, talent, and local execution across Redwood's
product portfolio.
You will lead the full India Support organization, which currently has 24 team members reporting through this
position and is expected to grow by approximately 100 percent over the next 12 months. You will develop
managers, team leads, and support engineers; own executive escalations; and build a strong Hyderabad
leadership bench. You will partner with the other Regional Directors and with Engineering, Product, Sales,
Customer Success, People, and Finance to deliver one global support experience.This role is based in our Hyderabad office and requires a minimum of three days per week on site, with closer to
five days strongly preferred. It leads a 24x7 support operation, requires planned overlap with global leaders and
participation in a critical escalation rotation, and includes travel two or three times per year for customer and
team meetings.

Regional Support Operations
● Own end-to-end support delivery across APAC, including staffing, capacity, queue health, service-level
performance, backlog, time to resolution, customer satisfaction, and escalation trends.
● Establish reliable follow-the-sun handoffs, on-call coverage, and major-incident leadership across weekday,
weekend, and off-hours shifts.
● Use operating data to identify customer and delivery risk, set priorities, and hold leaders accountable for
corrective action.
● Own regional workforce and headcount planning and provide budget input in partnership with Finance and
People.

Customer Leadership and Escalations
● Serve as the senior Support escalation owner for severe incidents, strategic accounts, and customer situations
that put trust, renewal, or expansion at risk.
● Communicate clearly with customer executives during incidents, align technical and business stakeholders on
recovery plans, and ensure timely follow-up after resolution.
● Partner with Customer Success and Sales on account health, executive engagement, renewal risk, and recovery
plans while maintaining clear ownership boundaries.
● Ensure major incidents produce useful root-cause analysis, corrective actions, and measurable prevention work.
People and Hyderabad Office Leadership
● Hire, lead, coach, and develop managers, team leads, and support engineers; set clear expectations and address
performance issues promptly and fairly.
● Build succession plans, technical and leadership career paths, and cross-product capability so the region is not
dependent on a small number of experts.
● Strengthen the Hyderabad Support hub through disciplined hiring, onboarding, employee development, retention,
and an inclusive