Director - Technical Support

Role overview

This opportunity is being shared for a partner organization that will handle all applications and subsequent hiring steps. The position is for a Director - Technical Support in Germany.

This is a senior leadership role with broad influence over a regional technical support organization across EMEA. You will be responsible for building and scaling a support function that consistently delivers high-quality service to enterprise customers operating in complex, business-critical settings. The role blends strategic direction with day-to-day organizational leadership, with a strong focus on service excellence, customer satisfaction, and ongoing transformation across distributed teams.

You will also help modernize support delivery through automation, artificial intelligence, and data-led decision-making. In a fast-moving global technology environment, you will work closely with stakeholders across functions to improve customer results and create measurable business value.

Key accountabilities

• Guide and expand a distributed technical support organization across EMEA, setting clear direction, strengthening leadership, and aligning the team with global service goals while promoting accountability, inclusion, and a customer-first mindset.
• Design and implement the regional support strategy, covering org structure, hiring priorities, and workforce planning so operations can scale effectively across several time zones.
• Manage daily support delivery and ensure SLA and SLO compliance while tracking metrics such as CSAT, NPS, resolution speed, backlog status, and escalation volume.
• Improve performance through process refinement, continuous improvement programs, and governance built on analytics and operational data.
• Own major escalation handling and act as the senior contact for urgent customer issues, making sure problems are resolved quickly and communication stays clear for stakeholders and enterprise clients.
• Promote innovation in support by introducing AI-based tools, automation, and self-service features that increase efficiency and enhance customer experience.
• Work in close partnership with Product, Engineering, Sales, and Customer Success to ensure support operations align with company priorities and customer expectations.

Candidate profile

The ideal candidate brings deep experience in technical support, customer service, or service delivery, along with substantial senior leadership exposure in a global or regional setting. Experience leading large distributed teams, especially across EMEA and varied cultural contexts, is important.

A strong background in enterprise technology or SaaS support is preferred, particularly in environments with high volume and mission-critical service demands. The role also requires experience in operational leadership, including budgeting, workforce planning, and cost control.

You should have a track record of leading transformation and change initiatives that produced clear business outcomes, along with strong executive communication and stakeholder management skills. The ability to influence senior and cross-functional leaders is essential.

Experience with support and CRM platforms such as Salesforce Service Cloud, Zendesk, or similar tools is expected. A strategic mindset, strong use of data in decision-making, and a customer-centric leadership style are key. Exposure to AI-enabled support tools, automation platforms, and enterprise data or database technologies is considered an advantage.

Benefits and working environment

• Competitive senior leadership compensation package aligned with experience and regional market benchmarks.
• Flexible working model, with remote-first or hybrid arrangements depending on location.
• Opportunity to lead a high-impact international organization with strong strategic visibility.
• Access to modern AI-powered tools and next-generation support technologies.
• Strong emphasis on learning, leadership development, and career growth.
• Inclusive, diverse, and collaborative global workplace.
• Wellness initiatives that support work-life balance and long-term employee wellbeing.

Application and data processing notice

Applications are reviewed through an AI-supported matching process that helps identify candidates against the role’s core requirements. The resulting shortlist is shared with the hiring company, while interviews and assessments are managed by their internal team.

By submitting an application, candidates acknowledge that personal data may be processed to assess candidacy and shared with the employer in line with applicable privacy laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection.

AI tools may be used to support parts of the hiring workflow, including application review, resume analysis, response evaluation, and consistency checks. These tools assist the recruitment process but do not replace human judgment, and final hiring decisions are made by people.

Additional information: this role is based in Germany and is remote.