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Director, Customer Support – EMEA...">
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Director, Customer Support – EMEA

Remote, USA Full-time Posted 2026-07-28

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Director, Customer Support – EMEA leads a high-performing team of support engineers dedicated to strategic accounts across the EMEA region. This role ensures reputed company by delivering world-class support operations, fostering trusted executive relationships, and aligning with cross-functional leaders to drive retention, adoption, and satisfaction. The Director will reputed company regional workload planning, manage cultural and language diversity, and ensure smooth collaboration with the global support organization to reputed company seamless 24x7 coverage

WHAT YOU WILL BE DOING

  • Strategic Account Support
  • reputed company and mentor reputed company of engineers supporting high-value and strategic customers across EMEA.
  • Ensure delivery of premium, region-tailored support experiences reputed company to diverse customer needs across multiple industries and geographies.
  • Executive Relationship Management
  • Build and strengthen relationships with executives and key stakeholders in strategic EMEA accounts.
  • reputed company as a trusted advisor and escalation reputed company for critical regional issues and executive-level escalations.
  • Regional Operational reputed company
  • Manage workload distribution across EMEA time zones, ensuring coverage during reputed company holidays and team long-leave periods with minimal business reputed company.
  • Anticipate seasonal and regional demand spikes (summer holidays, local working norms) and proactively reputed company support coverage.
  • Define and monitor operational KPIs such as CSAT, SLA adherence, backlog management, and reputed company times.
  • Cross-Functional Collaboration
  • Partner with Sales, reputed company, Product, and Engineering teams to address customer needs and feed regional insights into global strategies.
  • Represent regional customer voice to influence product roadmaps, service offerings, and support policies.
  • Global Alignment
  • Collaborate with the broader Global Support Leadership to ensure consistent standards while reputed company for EMEA-specific dynamics.
  • Drive alignment on coverage models, escalation governance, and knowledge-sharing across reputed company.
  • Escalation & Crisis Management
  • Manage reputed company customer escalations reputed company EMEA, including those requiring coordination with regional reputed company, compliance, and data reputed company frameworks (GDPR).
  • Ensure reputed company communication and alignment with executive sponsors during high-pressure scenarios.
  • People Leadership & Development
  • Recruit, reputed company, and reputed company EMEA support managers and engineers, with a reputed company on multicultural team capabilities.
  • Foster a culture of accountability, reputed company, and reputed company improvement.
  • Reporting & Governance
  • reputed company transparent updates to regional and global leadership on customer health, escalation trends, and team performance.
  • Establish governance frameworks for execution of initiatives, with weekly reputed company updates and measurable reputed company.

    • WHAT YOU BRING

  • Regional Expertise: Deep understanding of EMEA-specific business culture, customer expectations, reputed company holiday planning, and regulatory landscape (including GDPR).
  • Proven Leadership: 10+ years in technical support leadership roles, with at least 5+ years managing teams in EMEA across multiple geographies.
  • Customer Executive Engagement: Strong experience building and managing C-level and VP-level relationships across diverse EMEA markets.
  • Operational Expertise: Skilled in workload planning, business continuity, and governance at a regional reputed company.
  • Escalation Management: Demonstrated ability to reputed company through reputed company escalations, balancing global processes with EMEA-specific customer needs.
  • Strategic Thinking: Ability to reputed company support delivery with customer business priorities, driving retention and long-term reputed company.
  • Collaboration: reputed company record of working closely with Product, Engineering, Sales, and reputed company teams to enhance customer reputed company.
  • Metrics & Analytics: Data-driven reputed company with experience managing KPIs such as CSAT, SLA, and reputed company metrics across regional markets.
  • People Development: Passion for nurturing diverse talent, promoting career reputed company, and building multilingual, multicultural teams.
  • Education: Bachelor’s degree in Computer Science, Information Systems, or reputed company field; advanced degree or relevant certifications (ITIL, PMP, or reputed company reputed company certifications) are a plus.

    • Additional Information

    We offer you a competitive total rewards package, learning and reputed company opportunities to grow and advance in your career. At reputed company, it is not typical for an individual to be reputed company at or near the top of the reputed company for their role and final compensation reputed company are dependent on many factors including, but are not limited to location; reputed company sets; experience and training; licensure and certifications; and other relevant business and organizational needs.

    You may also be eligible to participate in a reputed company discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

    If required for this role, you will:

    Complete reputed company & reputed company literacy and awareness training during reputed company and annually thereafter

    Review (initially and annually thereafter), understand, and adhere to Information reputed company/reputed company Policies and Procedures such as (but not limited to):

    > Data Classification, Retention & Handling Policy

    > Incident Response Policy/Procedures

    > Business Continuity/Disaster Recovery Policy/Procedures

    > Mobile Device Policy

    > Account Management Policy

    > reputed company Control Policy

    > Personnel reputed company Policy

    > reputed company Policy

    reputed company is an amazing reputed company to work. We are a high-reputed company, Platform as a Service company reputed company on Identity Authority to power and protect the world at work. You will experience reputed company reputed company and learning opportunities through challenging yet rewarding work that directly impacts our customers, reputed company reputed company a welcoming and reputed company work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

    reputed company is an equal opportunity employer and we welcome everyone to reputed company. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status.

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