We are looking for a Director of Support Enablement to lead our global enablement function. In this role, the Director is be responsible for building and executing the long-term enablement vision that elevates Support engineering performance, strengthens cross-departmental alignment (Support, Product, R&D, QA, Field, and Customer Success), and maximizes the effectiveness of our global support organization. The Director owns the full lifecycle of Support enablement: onboarding, everboarding, tooling, processes, technical content, knowledge strategy, and cross-functional alignment. This role directly impacts customer satisfaction, ticket resolution efficiency, product adoption, and internal operational excellence.
Responsibilities:
Manage a high-performing global support enablement team, including team leads, content specialists, trainers, and technical enablement engineers.
Define and execute a company-wide support enablement strategy that aligns with organizational KPIs, Support OKRs, and product roadmaps.
Act as the senior advocate for Support and customers, collaborating with R&D, Product Management, QA, Customer Success, Sales Engineering, Field Services, and Operations.
Drive cross-departmental programs that ensure Support is continuously enabled for new features, emerging technologies, and evolving customer use cases.
Lead strategic initiatives that reduce operational friction and improve Support readiness, tooling, processes, and cross-team workflows.
Own the global technical content program- including technical guides, troubleshooting playbooks, product deep dives, internal knowledge bases, and advanced training paths.
Oversee the design and delivery of scalable onboarding and everboarding programs for Support engineers across regions and seniority levels.
Partner with Product and R&D to identify gaps in usability, documentation, or feature clarity and drive corrective action.
Ensure content quality, version control, and alignment with product releases and technical standards.
Build measurable frameworks to track the impact of enablement programs on resolution time, backlog reduction, quality metrics, CSAT, and first-contact resolution.
Continuously assess support inquiries, knowledge gaps, and recurring technical challenges to identify opportunities for improvement.
Own the enablement reporting package for executive leadership, translating insights into actionable cross-functional initiatives.
Requirements: 8-12+ years in Support, Technical Account Management, Sales Engineering, or similar technical customer-facing roles.
4+ years leading teams, including managing managers (team leads or equivalent).
Deep understanding of Support operations, processes, tooling, KPIs, and technical workflows.
Strong technical background in networking, security, TCP/IP, firewalls, proxies, cloud platforms, or equivalent SaaS environments- an advantage
Proven experience driving cross-functional initiatives with R&D, Product Management, QA, Engineering, and Field teams.
Track record of building scalable technical enablement content, training programs, or knowledge systems.
Excellent English communication- written, verbal, and presentation.
Ability to influence executive stakeholders and advocate for customer and Support needs with data-driven arguments.
Strong troubleshooting mindset and the ability to dive deep into complex technical challenges.
Highly organized, strategic thinker with strong program management capabilities.
Experience creating technical documentation, KB content, or training materials.
Hands-on troubleshooting experience in real-world production environments.
Experience scaling enablement programs in a global, high-growth company.
This position is open to all candidates.