Director Support

You will lead Support Engineering across EMEA, managing managers and senior contributors in a distributed, multi-country environment. You will own people strategy, service delivery, customer support outcomes, escalations, reporting, and regional operational planning. You will improve cross-region handoffs, guide adoption of AI-assisted support tools, represent customer needs, and help shape global support strategy.

Responsibilities

• Manage the full people agenda for the EMEA Support Engineering team, including performance, career development, succession planning, retention, internal mobility, and culture.
• Manage managers and senior contributors across EMEA time zones.
• Partner on employment considerations across jurisdictions, including Works Council engagement where applicable.
• Own service-level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and KPI reporting.
• Improve shift handoffs and Request for Help coordination across global Support Engineering hubs.
• Oversee adoption and improvement of AI tools for support delivery, including tooling, data insights, capacity planning, and staffing management.
• Represent EMEA customer needs by identifying patterns, escalating systemic issues, influencing the product roadmap, and supporting customer or partner conversations.
• Shape global Support Engineering strategy, including geographic coverage, quality standards, knowledge exchange, operating model, planning, headcount modeling, and regional roadmap.

Requirements

• Progressive experience in technical support engineering or a related customer-facing technical discipline.
• Experience managing managers, senior contributors, and distributed teams through a manager-of-managers structure.
• Experience managing multi-country teams in EMEA.
• Experience owning service delivery, including service-level targets, escalations, and operational performance in a globally distributed environment.
• Experience with or interest in AI-assisted support delivery.
• Written and verbal communication skills, including executive communication and synchronous and asynchronous collaboration.
• Proficiency with Zendesk, Salesforce, Decagon, or equivalent support platforms.
• Knowledge of DevSecOps, continuous integration and continuous delivery, Kubernetes, cloud-native infrastructure, or GitLab.

Benefits

• Health, financial, and well-being benefits
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity compensation
• Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave