Were looking for a Director of Technical Support to lead our EMEA and APAC regions.
This is more than managing day-to-day operations, its about inspiring teams across multiple geographies, building new capabilities, and ensuring customers receive world-class support.
Youll lead through influence, scale operations across time zones, and partner with global leaders to drive technical excellence and customer success.
What Youll Do:
Lead Across Regions: Manage and inspire support managers and engineers across multiple EMEA and APAC locations, navigating the challenges of remote leadership with empathy and effectiveness.
Build Team Capabilities: Drive the development of technical and soft skills across the team. Create growth paths, mentor leaders, and ensure the organization is always advancing its expertise.
Solve Complex Problems: Champion root cause analysis and creative solutions, ensuring we deliver fast and effective resolutions.
Customer Advocacy: Be the voice of the customer in product and engineering discussions, ensuring their needs are central to decisions.
Drive Performance: Define and track KPIs such as CSAT, backlog, and time-to-resolution. Continuously improve operational efficiency and customer outcomes.
Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to ensure smooth alignment and impactful outcomes.
Recruit & Develop: Hire, onboard, and coach managers and engineers, with a focus on building strong, resilient, customer-obsessed teams
Executive Presence: Engage with strategic customers and handle escalations, representing Support with credibility and confidence.
Requirements: Experienced Leader: 10+ years in IT/software technical support or customer-facing technical roles, with 5+ years leading people managers and distributed teams across global locations
Builder of Teams: Proven success in developing new skills within teams and scaling organizations through growth and change.
Technically Proficient: Strong understanding of SaaS platforms, cloud architectures (AWS, Azure, GCP), and IAM solutions (Okta, Azure AD, AWS IAM).
Customer-Centric: Able to balance operational efficiency with relentless focus on customer success.
Flexible & Resilient: Comfortable working across time zones, with availability outside normal working hours when required.
Educational Background: Bachelors degree in information technology, Computer Science, or related field (or equivalent experience)
This position is open to all candidates.