The Director, Technical Customer Support – EMEA leads a high-performing team of support engineers dedicated to strategic accounts across the EMEA region. This role ensures customer success by delivering world-class technical support operations, fostering trusted executive relationships, and aligning with cross-functional leaders to drive retention, adoption, and satisfaction.
The Director will oversee regional workload planning, manage cultural and language diversity, and ensure seamless collaboration with the global support organization to provide 24x7 coverage.
The ideal candidate is a hands-on technical leader with deep experience in the cybersecurity or technology sector, proven regional leadership capabilities, and a passion for driving results through collaboration, innovation, and a customer-centric mindset.
Office Location: Krucza, Warsaw, Poland (flexibility for remote candidates with exceptional experience)
WHAT YOU WILL BE DOING:
- Strategic Account Support
- Lead and mentor a team of technical support engineers serving high-value and strategic customers across EMEA.
- Ensure delivery of premium, region-tailored technical support experiences aligned with diverse customer environments and business needs.
- Executive Relationship Management
- Build and strengthen relationships with executives and key stakeholders in strategic EMEA accounts.
- Act as a trusted advisor and escalation point for critical regional issues, ensuring prompt and transparent communication with senior leadership.
- Regional Operational Excellence
- Manage workload distribution across EMEA time zones to ensure uninterrupted support coverage.
- Anticipate regional demand fluctuations and proactively adjust team capacity and resources.
- Define and monitor operational KPIs such as CSAT, SLA adherence, backlog management, and resolution times.
- Cross-Functional Collaboration
- Partner with Sales, Customer Success, Product, and Engineering to address customer needs and feed EMEA insights into global strategies.
- Represent the regional customer voice to influence product roadmaps, service offerings, and support policies.
- Global Alignment
- Collaborate with global support leadership to maintain consistent standards while accounting for EMEA-specific dynamics.
- Drive alignment on coverage models, escalation governance, and knowledge-sharing frameworks.
- Escalation & Crisis Management
- Lead complex customer escalations, balancing technical depth with executive communication.
- Coordinate with regional legal, compliance, and data privacy stakeholders (including GDPR) when required.
- People Leadership & Development
- Recruit, coach, and develop EMEA support managers and engineers with a focus on technical excellence and multicultural collaboration.
- Foster a culture of accountability, empathy, and continuous improvement.
- Reporting & Governance
- Provide clear updates to regional and global leadership on customer health, escalation trends, and team performance.
This job posting does not contain an "offer" section.
WHAT YOU BRING:
- Industry & Regional Expertise:
- 10+ years of experience in the technology or cybersecurity space, including 5+ years in regional leadership roles overseeing technical customer-facing functions.
- Deep understanding of EMEA business culture, customer expectations, holiday planning, and regulatory frameworks (e.g., GDPR).
- Technical & Customer Lifecycle Mastery:
- Strong familiarity with the customer lifecycle, post-sales delivery, and service excellence best practices.
- Ability to translate complex technical issues into actionable business solutions for customers and executives alike.
- Proven Leadership:
- Hands-on leadership approach with demonstrated success managing multi-country, multilingual technical teams.
- Strong experience building and maintaining C-level and VP-level relationships across EMEA markets.
- Operational & Analytical Expertise:
- Skilled in workload planning, business continuity, and operational governance at a regional scale.
- Data-driven decision-maker with experience managing KPIs such as CSAT, SLA compliance, and time-to-resolution metrics.
- Strategic Collaboration:
- Proven ability to work cross-functionally with Product, Engineering, and Customer Success teams to enhance customer outcomes and influence product direction.
- Capable of aligning support delivery with customer business priorities to drive retention and growth.
- People Development
- Passion for developing diverse, technically skilled teams and fostering a culture of excellence and inclusion.
- Education
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- Advanced degree or relevant certifications (ITIL, PMP, or SaaS Customer Success certifications) are a plus.
