Director - Technical Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director – Technical Support based in Germany.

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.

• 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