Director, Support (EMEA)

📋 Description

• Lead the EMEA Support Engineering team's people agenda across multiple countries.
• Manage managers and senior contributors across EMEA time zones.
• Partner with the EMEA People Business Partner on jurisdiction employment considerations.
• Own regional SLA performance, CSAT, ticket quality, escalation workflows.
• Improve shift handoffs and RfH with global hubs in Americas, APAC, Bengaluru.
• Oversee AI toolchain adoption, tooling, data insights, and capacity planning.

🎯 Requirements

• Progressive experience in technical support engineering or related customer-facing discipline.
• Experience managing managers, senior contributors, and distributed teams.
• Experience leading multi-country EMEA teams across time zones.
• Owning service delivery, including SLAs, escalations, and ops performance.
• Experience with or interest in AI-assisted support delivery.
• Clear written and verbal communication with executives and cross-functional teams.
• Proficiency with Zendesk, Salesforce, Decagon, or equivalent tools.
• Knowledge of DevSecOps, CI/CD, Kubernetes, or cloud-native infra.

🎁 Benefits

• Benefits to support health, finances, and well-being.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.