<p><span style="text-decoration: underline;">OUR MISSION</span><br>At Redwood we empower our customers with lights-out automation for their mission-critical business processes.<br>ABOUT US<br>Redwood Software provides enterprise automation and orchestration for mission-critical business and IT<br>processes. Our platform helps organizations automate workflows across ERP, hybrid cloud, data, and emerging<br>AI systems. Redwood supports global enterprises that depend on reliable, secure automation across cloud and<br>on-premises environments.</p> <p><br><span style="text-decoration: underline;">CORE VALUES</span><br>● One Team. One Redwood<br>● Make Your Own Weather<br>● Obsess over Customer Success<br>● Work the Problem<br>● Be Curious<br>● Own the Outcome<br>● Respect Each Other</p> <p><br><span style="text-decoration: underline;">YOUR IMPACT</span><br>Redwood is moving Global Support to a regional ownership model with consistent follow-the-sun coverage. As<br>Regional Director of Technical Support for APAC you will be the senior Support leader based in Hyderabad,<br>accountable for customer outcomes, operational performance, talent, and local execution across Redwood's<br>product portfolio.<br>You will lead the full India Support organization, which currently has 24 team members reporting through this<br>position and is expected to grow by approximately 100 percent over the next 12 months. You will develop<br>managers, team leads, and support engineers; own executive escalations; and build a strong Hyderabad<br>leadership bench. You will partner with the other Regional Directors and with Engineering, Product, Sales,<br>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<br>five days strongly preferred. It leads a 24x7 support operation, requires planned overlap with global leaders and<br>participation in a critical escalation rotation, and includes travel two or three times per year for customer and<br>team meetings.</p> <p><br><span style="text-decoration: underline;">Regional Support Operations</span><br>● Own end-to-end support delivery across APAC, including staffing, capacity, queue health, service-level<br>performance, backlog, time to resolution, customer satisfaction, and escalation trends.<br>● Establish reliable follow-the-sun handoffs, on-call coverage, and major-incident leadership across weekday,<br>weekend, and off-hours shifts.<br>● Use operating data to identify customer and delivery risk, set priorities, and hold leaders accountable for<br>corrective action.<br>● Own regional workforce and headcount planning and provide budget input in partnership with Finance and<br>People.</p> <p><br><span style="text-decoration: underline;">Customer Leadership and Escalations</span><br>● Serve as the senior Support escalation owner for severe incidents, strategic accounts, and customer situations<br>that put trust, renewal, or expansion at risk.<br>● Communicate clearly with customer executives during incidents, align technical and business stakeholders on<br>recovery plans, and ensure timely follow-up after resolution.<br>● Partner with Customer Success and Sales on account health, executive engagement, renewal risk, and recovery<br>plans while maintaining clear ownership boundaries.<br>● Ensure major incidents produce useful root-cause analysis, corrective actions, and measurable prevention work.<br>People and Hyderabad Office Leadership<br>● Hire, lead, coach, and develop managers, team leads, and support engineers; set clear expectations and address<br>performance issues promptly and fairly.<br>● Build succession plans, technical and leadership career paths, and cross-product capability so the region is not<br>dependent on a small number of experts.<br>● Strengthen the Hyderabad Support hub through disciplined hiring, onboarding, employee development, retention,<br>and an inclusive high-accountability culture.<br>● Partner with People, Finance, Workplace, and local leaders on workforce planning, employee matters,<br>compensation input, and office operating needs.<br>Product Quality and Continuous Improvement<br>● Partner with Engineering and Product on defects, product-quality trends, release readiness, problem<br>management, and long-term fixes for recurring customer issues.<br>● Improve knowledge management, self-service, case quality, and support workflows across the region.<br>● Drive responsible adoption of AI-assisted support and automation, with attention to accuracy, customer data,<br>security, and measurable outcomes.<br>● Represent the region in global Support leadership and contribute to common processes, tooling, metrics, and<br>strategy across all product lines.<br>● Lead regional change for Atlas 2, including the move from product-aligned management to regional ownership<br>and changes to support delivery enabled by AI.</p> <p><br><span style="text-decoration: underline;">YOUR EXPERIENCE</span><br>● 8+ years in enterprise technical or application support, including 4+ years leading managers, team leads, or<br>multiple support teams.<br>● Experience owning a 24x7 or follow-the-sun support operation across countries, time zones, or product lines.<br>● A record of improving support performance using service levels, backlog health, time-to-resolution, customer<br>satisfaction, escalation, qua