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Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!
Overview: Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 90 percent of the Fortune 100. Precisely’s data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team.
What you will do: You will be leading high impact escalation and support operations for IBM Sterling B2B Integrator, Sterling File gateway products as part of the B2B Gateways. This role ensures swift resolution of critical customer issues, drives process consistency, and maintains operational excellence across global support teams.
- Lead and mentor a global L3 support team handling critical escalations and complex technical issues.
- Hands on Application product Development experience in past with Java stack, understanding build, deploy and CI/CD process
- Oversee the full escalation lifecycle—from intake and triage to action planning, resolution, and closure.
- Maintain and optimize L3 workflows, standard operating procedures (SOPs), and global coverage maps, ensuring follow-the-sun support.
- Serve as the primary escalation liaison across customer, support, engineering, and leadership teams.
- Drive root-cause analysis (RCA) and lessons-learned cycles, championing continuous improvement.
- Develop and deliver support KPIs, dashboards, incident reports, and escalate to weekly operational reviews.
- Engage proactively with customers to gather feedback and build trust during high-pressure escalations.
- Collaborate with product and engineering teams to triage defects and guide timely bug fixes or patches.
What we are looking for:
- 10+ years in enterprise support or technical operations, especially with IBM Sterling B2Bi or equivalent platforms.
- Proven experience managing high-severity escalations and leading L3 support teams.
- Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance.
- Exceptional stakeholder management and communication skills under pressure (both internal and external).
- Provide how many years of experience is required for this role – 10+ years
- Equivalent experience will be accepted in place of the education requirement.
- Extensive agile software development experience
- Fundamental Java, Cloud Technologies, Kubernetes knowledge
- Demonstrated experience driving continuous process improvement
- Ability to troubleshoot the issues with the teams
Preferred Requirements:
- Hands-on familiarity with on-prem IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI protocols).
- Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards.
- Exposure to hybrid or cloud migration strategies as part of evolving support models.
- SRE mindset: setting and managing SLIs/SLOs, implementing self-healing systems (auto-scaling, failover), and enhancing reliability and availability.
This is a remote position anywhere in the US
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The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice
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Precisely Burlington, Massachusetts, USA Office
1700 District Ave #300, Burlington, MA , United States, 01803
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