Perficient is building a global technical support organization for the Sitecore platform, and we're looking for an experienced leader to define and scale the next generation of support operations. As the Head of Technical Support, you will lead a 24x7 global support function, owning SLA performance, major incident management, customer satisfaction, escalation management, support engineering teams, AI-driven support operations, and cross-functional partnerships with Product, Engineering, Customer Success, and Service Delivery. What We're Looking For: ✅ 12+ years in Technical Support, Support Engineering, or Customer Service Operations for Enterprise Software/SaaS. ✅ 7+ years in Director-level or higher leadership roles. ✅ Experience managing global support organizations with ownership of SLAs and customer outcomes.



✅ Robust background in incident management, support automation, and AI-enabled operations. ✅ Proven success leading geographically distributed teams and driving customer retention and satisfaction. Preferred Experience. ✔ Digital Experience Platforms, CMS, Commerce, or composable web platforms (Sitecore experience is a plus). ✔ ITIL, COPC, or equivalent service management frameworks. ✔ Enterprise support tooling, cloud platforms, APIs, and integrations. If you're passionate about building high-performing support organizations and leveraging AI to transform customer experience, we'd love to hear from you.

📌 Head of Technical Support (Bengaluru)
🏢 Perficient
📍 Bengaluru