The Senior Director of Technical Support in India will lead and develop a strategic, product-focused technical support function with a strong emphasis on advanced support, value-added services, and operational excellence. This role is essential to shaping our customer experience by building deep product expertise within the team, collaborating closely with Product and Experience Services teams, and driving the delivery of innovative services that enhance customer experience, maximize product value, and increase services revenues. The Senior Director will also oversee advanced Tier 3 support cases, ensuring a high standard of support and effective operational improvements. 

What your impact will look like here:

• Product Expertise & Collaboration 
  

- Establish a product-specialized support structure, promoting deep expertise across Granicus solutions and empowering the team to effectively resolve complex issues. - Act as a bridge between Technical Support and Product teams, ensuring seamless communication on product updates, technical issues, and customer feedback. - Lead the development of advanced support processes, collaborating with Product teams on product supportability, issue resolution, and continuous improvements. 

• Value-Added Services 
  
  

- Support the design, drive the implementation and delivery of new, high-impact services that add value to the customer experience, including optimized setups, tailored modifications, and small-scale integrations. - Develop a roadmap for experience-focused services, monitoring service quality and customer satisfaction to maximize impact. - Lead the team in creating advanced support solutions, from preventive diagnostics to enhanced product configurations that align with customer needs and support goals. 

• Operational Monitoring & Improvement Initiatives 
  
  

- Oversee daily operations to maintain high-quality service delivery, revenue recognition, and ensure continuous monitoring of performance metrics to identify areas for improvement. - Initiate and lead process optimization efforts, ensuring support workflows are efficient and scalable. - Implement strategies for workforce optimization, ensuring that resources are aligned with demand and support goals are consistently met. 

• Tier 3 Support & Advanced Case Management 
  
  

- Manage advanced Tier 3 escalations and critical cases, working closely with technical experts and Product teams to resolve complex issues quickly and effectively. - Establish best practices for advanced troubleshooting, driving high standards in technical resolution and proactive case handling. - Lead initiatives to expand advanced support capabilities, team expertise and access to critical data, leveraging insights from product and issue mixes to drive continuous improvements. 

• Continuous Improvement & Quality Assurance 
  

- Develop and implement a framework for quality monitoring and improvement, using analytics to track key performance indicators and drive enhancements. - Champion customer feedback initiatives, using insights to refine support processes and improve service delivery. - Stay up-to-date on industry best practices, ensuring that the support team remains competitive and aligned with evolving customer expectations. 

You will love this job if you have:

• Bachelor’s degree in a related field; advanced degree preferred. 
• 10+ years of experience in technical support or customer service, with at least 5 years in a senior leadership role focused on advanced support and value-added services. 
• Proven track record of product-focused technical leadership, ideally in a SaaS environment, with experience in service optimization and delivery of customized solutions. 
• Demonstrated experience building strong cross-functional relationships with Product teams to drive supportability and technical excellence. 
• Strong analytical skills, with the ability to interpret data and make data-driven decisions. 
• Excellent communication and interpersonal skills, with experience working across multiple regions and cultures. 
• Proficiency in workforce management tools, CRM systems, and support analytics software. 
  

Preferred Qualifications:

• Master’s degree in Business, Technology, or related field. 
• Professional certifications in workforce or technical support management (e.g., CWPP, SWP). 
• Experience managing support operations and advanced support cases for a diverse product portfolio in a global SaaS company. 
  

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above, but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

The Team

We area globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

 

The Culture

At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include –

-        Employee Resource Groups to encourage diverse voices

-        Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work life balance and current affairs.

-        Embracing diversity & fostering a culture of ideation, collaboration & meritocracy

-        We bring in special guests from time to time to discuss issues that impact our employee population

The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

The Impact

We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

The Process

-        Assessment – Take a quick assessment.

-        Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.

-        Coding – Take a quick coding test online.

-        Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.

-        Reference checks – Provide 2 references so we can hear about your awesomeness.

-        Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.

-        Written offer – Sign a formal letter and get excited because we sure are!

Benefits at Granicus India

Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes –

-        Hospitalization Insurance Policy covering employees and their family members including parents

-        All employees are covered under Personal Accident Insurance & Term Life Insurance policy

-        All employees can avail annual health check facility 

-        Eligible for reimbursement of telephone and internet expenses

-        Wellness Allowance to avail health club memberships and/or access to physical fitness centres

-        Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter

-        Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7 

-        Access to learning management system Say., Udemy Learning Premium account membership & many more

-        Access to Rewards & recognition portal and quarterly recognition program

 

Security and Privacy Requirements

-        Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

-        Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. 

 

 Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.