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 high-accountability culture. ● Partner with People, Finance, Workplace, and local leaders on workforce planning, employee matters, compensation input, and office operating needs. Product Quality and Continuous Improvement ● Partn