Director - Technical Support

This is a high-impact leadership role responsible for shaping and scaling a regional technical support organization across EMEA. The role focuses on building a world‑class support function that delivers consistent, high‑quality service to enterprise customers in complex, mission‑critical environments. You will act as a key driver of operational excellence, customer satisfaction, and continuous transformation across distributed teams. The position combines strategic leadership with hands‑on organizational development, ensuring teams are empowered, aligned, and high‑performing. You will also play a central role in modernizing support through automation, AI, and data‑driven decision‑making. Working in a fast‑evolving global technology environment, you will collaborate closely with cross‑functional stakeholders to enhance customer outcomes and business value.

Accountabilities

• Lead and scale a geographically distributed technical support organization across EMEA, ensuring strong leadership, clear direction, and alignment with global service objectives while fostering a culture of accountability, inclusion, and customer‑centricity.
• Define and execute the regional support strategy, including organizational design, hiring plans, and workforce planning to ensure scalable, high‑performing operations across multiple time zones.
• Oversee daily support operations, ensuring SLA and SLO adherence while monitoring key performance indicators such as CSAT, NPS, resolution time, backlog health, and escalation rates.
• Drive operational excellence through process optimization, continuous improvement initiatives, and structured governance using data‑driven insights and performance analytics.
• Lead escalation management and serve as the senior point of contact for critical customer issues, ensuring timely resolution and clear communication with stakeholders and enterprise clients.
• Champion innovation in support delivery by implementing AI‑driven tools, automation, and self‑service capabilities to improve efficiency and customer experience.
• Partner with Product, Engineering, Sales, and Customer Success teams to align support operations with broader business goals and customer needs.

Requirements

• 8+ years of progressive experience in technical support, customer service, or service delivery, including at least 3 years in a senior leadership or Director‑level role within a global or regional environment.
• Proven experience managing large, distributed support teams across multiple regions, ideally within EMEA and across diverse cultural and operational contexts.
• Strong background in enterprise technology or SaaS support environments with exposure to high‑volume, mission‑critical operations.
• Experience in operational leadership including budget management, workforce planning, and cost optimization.
• Demonstrated success in leading organizational transformation and change management initiatives with measurable business impact.
• Strong executive communication and stakeholder management skills, with the ability to influence cross‑functional and senior leadership teams.
• Familiarity with support platforms and CRM systems such as Salesforce Service Cloud, Zendesk, or equivalent tools.
• Strong leadership capabilities including strategic thinking, data‑driven decision‑making, and a customer‑first mindset.
• Preferred: exposure to AI‑driven support tools, automation platforms, and enterprise data or database technologies.

Benefits

• Competitive senior leadership compensation package aligned with experience and regional benchmarks
• Flexible working arrangements, including remote‑first or hybrid options depending on location
• Opportunity to lead a high‑impact, international organization with significant strategic visibility
• Access to modern AI‑powered tools and next‑generation support technologies
• Strong focus on learning, leadership development, and career progression opportunities
• Inclusive, diverse, and collaborative global work environment
• Wellness initiatives supporting work‑life balance and long‑term employee wellbeing