Find Jobs
Find Jobs Near You – Available Work in Your Location
Skip to job details
RT
Resolution Technologies
Sr. Director of Application Support, Americas | Cloud & On-Premise
Career Insights for Application Manager
See where this job fits in the broader career landscape. Knowing your career path helps you see what's possible from here.
Scorecard
Based on New Jersey data
Review key factors to help you decide if this role fits your goals. How is this calculated?
What they do
An Application Manager manages, customizes, develops and maintains an application for a company to meet specific business objectives. Manages either commercial off-the-shelf or customized applications. May lead team of developers in the customization of the application.
$121,459 / year median in New Jersey
-10% projected decline
Job Description
Senior Director of Application Support, Americas | Cloud & On-Premise Lead a large, multi-disciplinary Customer Support organization responsible for the full SaaS product portfolio across On-Premise and Cloud environments. This role oversees Tier 2-3 engineering teams, a group of Technical Account Managers, and offshore support operations, totaling approximately 60 support professionals across multiple global sites. Senior Director of Application Support, Americas | Role & Responsibilities Lead and manage Tier 2, and Tier 3 support teams, including offshore operations (approximately 60 engineers). Own end-to-end customer support for Cloud and On-Premise customers across the Americas. Strengthen customer relationships and drive measurable improvements in CSAT and customer loyalty. Ensure strict adherence to SLAs, KPIs, and contractual service commitments. Drive Continuous Improvement initiatives by analyzing field issues and implementing corrective actions. Deliver exceptional service quality, communication, and technical resolutions. Build strong cross-functional partnerships with Professional Services, R&D, Cloud Operations, and Product teams. Manage customer engagement and escalation processes, ensuring timely, transparent, and effective resolution of critical issues. Build, inspire, and retain a high-performing team within the America region, including matrix-managed environments. Lead initiatives to reduce backlog, improve operational efficiency, and optimize support processes. Senior Director of Application Support, Americas | Knowledge & Qualifications Degree in Computer Science, Industrial/Electronic Engineering, or equivalent deep technical experience in IT, infrastructure, and complex system integrations. Experience in the Financial Market Compliance is a major plus. 7+ years of leadership experience managing support organizations, including large engineering teams. 5+ years in customer-facing or outbound engagement roles. Proven experience managing complex, enterprise-scale systems. Demonstrated ability to lead teams in cross-functional and matrix environments. Outstanding leadership, communication, and interpersonal skills. Strong customer-facing capabilities. 5+ years of experience supporting Cloud functions and solutions. Experience in organizations that made transformation from On-Prem to Cloud. #RT #